Legal Ombudsman launches Model Complaints Resolution Procedure (MCRP)

Posted on30 July 2026

The Legal Ombudsman has published its Model Complaints Resolution Procedure (MCRP), alongside a suite of supporting guidance, templates, and practical resources for legal service providers.

The MCRP is a voluntary, evidence-based framework designed to help providers resolve complaints earlier, more consistently and with greater confidence, while supporting positive outcomes for consumers. It can be adopted in full or in part and is intended to complement existing regulatory requirements.

The model has been developed using LeO's complaint-handling insight, informed by international best practice and shaped through extensive engagement with the legal sector. It was also tested through a three-month pilot involving firms and chambers of different sizes and practice areas.

The results were encouraging:

57% of complaints were resolved at the Early Resolution stage, often through straightforward explanations, prompt action, or constructive conversations with consumers.
Complaints resolved through Early Resolution were closed in an average of seven days, compared with 21 days for those requiring Full Investigation.
Only 19 complaints from pilot firms were escalated to the Legal Ombudsman during the pilot period. Of these, 92% were considered suitable for LeO's Early Resolution process and 77% have already been resolved.

Alongside the procedure itself, we have developed a range of practical resources to help service providers strengthen their complaints processes, including guidance on supporting vulnerable consumers, handling complex complaints, managing unreasonable behaviour, and learning from complaints to improve services.

The full MCRP and supporting materials for service providers are available here.

Burges Salmon has been an enthusiastic supporter of BLS for many years. BLS provides a valuable role in uniting and promoting the whole of the legal sector across Bristol to benefit both its members and the city. It facilitates collaboration across the sector to ensure that we can all make a difference. Whether that is driving important initiatives in, for example, Equality, Diversity and Inclusion and the use of new technologies, liaising with stakeholders and charities in our wider community or providing training to generations of lawyers, the service and support provided by BLS is invaluable. More recently BLS has taken a lead on promoting Bristol’s legal brand, encouraging legal and business services talent to come to the city, which in turn attracts clients and inward investment to our thriving and vibrant commercial community. BLS breaks down barriers and brings those in the profession together for the greater good. We are proud of our long-standing association with BLS.
Roger Bull - Managing Partner, Burges Salmon
Three things to say about my experience of working with Bristol Law Society. Their central team, council members and general hangers-on are just about the nicest, most generous group of people working in the legal sector today. The numerous events, awards, socials and conferences I’ve had the pleasure to attend over the years have been, without exception, top quality and supremely organised. And, thirdly, they consistently exceed and challenge the boundaries of what lawyers might assume a regional Law Society will restrict activities to – from a hugely successful charitable school meals drive to corporate social responsibility and diversity campaigns to being joint architects and coordinators of the region’s unique Bristol+BathLegalTech group, which it has been my privilege to co-chair for the last five years.
Chris Bull - Principal, Edge International
As one of the leading Insurance brokers for law firms in the UK and with a large presence in Bristol it seemed only natural for us to support the Bristol Law Society. Bristol Law Society is one of the oldest and most vibrant of the Law Societies in England and Wales. We are pleased to be working with them on important matters relating to law firms’ liability insurances and Risk Management. From Sole Practitioner to Top 20 law firms we are sure our two organisations can provide excellent support and assistance for the challenges faced by the legal profession.
Matthew Baker - Financial Lines Group, Howden Insurance Brokers Ltd
Joining BLS in 2013 and becoming President in 2018/19 has created many longstanding friendships and business relationships, whilst also unlocking doors to other opportunities in the City. BLS enabled a perfect balance of professional development and also opportunities to give back to the legal and wider community. I am pleased that my Firm has supported BLS in many capacities since 2013 and continues to do so.
Nicholas Lee- Managing Director of Paragon Costs Solutions and Past President of BLS