The recent announcement from the Office for Legal Complaints (OLC) of the three year Strategy and its Business Plan for 2012-13 for the Legal Ombudsman has an emphasis on ensuring the service remains both modern and effective.
A challenging budget, which is below £17 million, indicates the activity volumes experienced by the Legal Ombudsman whilst also retaining flexibility. The “strategic vision” is being set out by the OLC and is said to aid a simplified approach in a bid to become “more effective in the future”.
OLC Chair, Elizabeth France, commented:
“I’m extremely proud of the progress we’ve made in the Legal Ombudsman’s first full year of operation, and in particular of meeting all of our initial objectives.
I’m also well aware of the need for continuous improvement in services for those who need access to redress. The strategic direction that we have set and the detail in this year’s business plan will ensure that the Legal Ombudsman builds on this initial success”.
Looking at innovation within the legal market as well as considering the shape of regulation and changes in the justice, consumer and advice landscapes, the strategy identifies the gaps currently visible in the regulations of services such as will writing, employment, immigration and probate.
The growing interest in the legal market from both banks and insurance companies and also Alternative Business Structures has also been considered.
Elizabeth France added:
“The strategy aims to build an Ombudsman scheme that not only resolves individual complaints but also shares learning and insights to help drive improvements in legal services, whilst responding to the changing legal environment”.
Adam Sampson, Chief Ombudsman, said:
“The basis of our Strategy and Business Plan stems from our role as Ombudsmen. We are not consumer champions or protectors of the profession, but independent and neutral. In order to help the profession improve its standard of service, also have a duty to share evidence and provide feedback and advice. This will help to ensure that, where problems have occurred, lessons are learned to prevent them happening again as far as possible”.
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