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I'm sorry to disappoint those reading this article but the "improvements" are not reflected in my experience of the Legal Ombudsman's Office.
I raised this at the recent COLP/COFA conference at the ICC from the floor and received cheers from the 1500 or so lawyers gathered so I suspect my experience not to be an isolated one.
I am aware of a conveyancing complaint being lodged in February 2018.
This was accepted but has yet to be assigned to an investigator nearly 12 months on.
A service complaint has been accepted entirely by the office but the earliest expected allocation to an investigator is April 2019, a whole 14 months later!!! Any service industry or profession operating (or trying to) on those timescales would be deemed not fit for purpose or investigated and found "guilty" by the Legal Ombudsman. You couldn't even make a story up like that!!!!

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