Model Complaints Resolution Procedure - large/volume service providers

Learn about LeO's call for input on its Model Complaints Resolution Procedure and guidance how your feedback will shape the final product.

This webinar is aimed at large or high‑volume legal service providers who want to understand and contribute to the Legal Ombudsman’s call for input on the Model Complaints Resolution Procedure (MCRP). The session will explain what the MCRP is, why it has been developed, and how it is intended to support effective, consistent, and proportionate complaint handling at scale.

We will outline the key principles of the MCRP, explore what it could mean in practice for organisations handling high volumes of complaints, and discuss how robust internal complaints processes can improve outcomes for both consumers and providers. The webinar will also explain how to respond to the call for input and how feedback from large and volume providers will help shape the final model.

Questions may be submitted in advance of the session by emailing consultations@legalombudsman.org.uk