The Legal Ombudsman has launched proposals that would allow it to become an alternative dispute resolution (ADR) entity—and give clients a longer time to lodge complaints.
From 1 October 2015, under EU legislation, legal services providers must “signpost” consumers to an ADR entity that is competent to handle their complaint. In order to be compliant with the ADR Regulations, the Legal Ombudsman needs to change its rules, hence the consultation.
Under the ADR Regulations, the entity can refuse to deal with a complaint if it is brought more than 12 months after the trader tells the consumer it cannot resolve their complaint.
Currently, consumers must bring their complaint within six months of being told in writing by their lawyer to take it to the Legal Ombudsman, or within 12 months if that time span is specified in the lawyer’s letter.
The consultation also proposes changes to the grounds on which the Legal Ombudsman can refuse to handle complaints.
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