Understanding complaints and early resolution opportunities

About this episode

Clair Daniel discusses the challenges and strategies in legal complaints handling.

The latest episode of the Today’s Conveyancer podcast welcomes Senior Ombudsman at the Legal Ombudsman (LeO) Clair Daniel to explore the current landscape of legal complaints handling, the challenges facing firms, and the strategic work underway to improve first‑tier resolution across the legal sector. The backdrop to the discussion is the increase in the number of cases in which LeO identify poor complaints handling, up from 46% in 2023/24 to 49% in 2024/25; and efforts to stop complaints at...

People in this episode

Guest: Clair Daniel

Topics covered

• legal complaints
• complaints handling
• first-tier resolution
• legal sector
• strategic work

Keywords

• complaints
• legal sector
• Ombudsman
• resolution
• complaints handling
• strategic work
• first-tier resolution

Mentioned in this episode

Organizations: Legal Ombudsman

More episodes of Today's Conveyancer Podcast

• “Consumers don’t care about data" · June 6, 2026 · 31 min
• The "motherhood penalty" and the legal profession · May 30, 2026 · 28 min
• Telling your compliance story; PII renewals and risk · May 16, 2026 · 30 min
• Making legal technology work harder for law firms · May 9, 2026 · 32 min
• What is the impact of the Middle East conflict on the property market? · May 3, 2026 · 17 min
• Tax adviser status; what do conveyancers need to know? · April 24, 2026 · 36 min