Question to the Ministry of Justice:

To ask the Secretary of State for Justice, pursuant to the Answer of 17 March 2025 to Question 36526 on Legal Ombudsman, what steps her Department is taking to (a) identify and (b) resolve complaint cases awaiting investigation for more than four years; and whether the Legal Ombudsman has a procedure for prioritising those cases where delay may cause further harm to the complainant.

The legal profession in England and Wales, together with its regulators, operate independently of government. The Office for Legal Complaints (OLC) is the independent body responsible for administering the Legal Ombudsman (LeO) Scheme and the Legal Services Board (LSB), in its role as oversight regulator, has statutory duties in relation to monitoring the OLC.

My officials have engaged with the LeO, which has advised that, at present, it has no complaints that have been waiting four or more years for allocation for investigation. There are two cases where initial contact with the LeO occurred over four years ago, but where enquiries were either premature (not previously responded to by the legal provider, as required by legislation) or lacked sufficient information to proceed.

The LeO has also advised it operates a policy for prioritising cases where a continued delay is likely to have an adverse impact on the complainant, such as cases involving vulnerability, significant medical issues or a required reasonable adjustment.