COMPLAINTS AND THE COST OF PRACTISING

CLC-regulated firms generated just 4% of the total handled by Leo, but the levy is a significant cost of regulation; in 2021/22, it made up £686,511 of the CLC's budget of just over £2.2m.

In light of the ombudsman's rising costs, we have decided to introduce an element of proportionality that means those generating work for the ombudsman will pay more. As a result, we have separated out the cost of Leo from other practising fees.

In the current practising year, we have charged 30% of the levy payment to 83 firms on the basis of Leo usage. We will increase the proportion to 80% over the next four years. We expect that this will incentivise firms and individuals to deal with complaints in a more timely and effective manner.

Watch a webinar from the Legal Ombudsman on managing complaints here.

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