Guidance

Claims management regulation: complaints handling guidance

How the Legal Ombudsman complaints handling scheme will operate from 28 January 2015

Documents

CMR complaints handling guidance

Details

Guidance on the new Legal Ombudsman complaints handling scheme and what it mean for consumers and claims management companies (CMCs).

The document contains information on:

  • changes to the role of both the Legal Ombudsman and the Claims Management Regulator in relation to complaints handling
  • changes required to the CMC complaints handling process
  • how the Legal Ombudsman and Claims Management Regulator will work together

The regulator has the power to vary, suspend or cancel the authorisation of companies that don’t follow the rules on complaints handling.

The Legal Ombudsman complaints handling scheme came into force on 28 January 2015.

Published 18 December 2014