Legal Ombudsman data reveals service challenges in personal injury sector

Data from the Legal Ombudsman (LeO) indicates that nearly 60% of final decisions regarding personal injury law between April 2021 and March 2025 were upheld, signaling evidence of poor service. While the total volume of complaints has decreased annually, experts suggest this may be due to a shrinking caseload rather than improved standards. Government data from the Compensation Recovery Unit shows overall personal injury claims dropped by 12% between 2024 and 2025, with motor claims falling by 14%.

Despite the lower volume, the proportion of complaints being upheld has risen from 56% in 2021/22 to 69% in 2024/25. Key issues driving these complaints include failures to keep clients informed and delays.

In a broader context, law firms are facing increased pressure to refine the client journey from initial enquiry to onboarding. As client expectations evolve toward digital-first services, firms must address friction points such as slow response times and unclear quoting processes to maintain confidence and secure new business.