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UK legal sector service and regulatory challenges

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2026-09-03 04:22 UTC → 2026-09-07 05:41 UTC · added ~~removed~~

Data from the Legal Ombudsman (LeO) indicates service challenges within the personal injury sector. Between April 2021 and March 2025, the proportion of upheld complaints rose from 56% to 69%, despite an overall decrease in the volume of personal injury claims. Common issues cited include delays and failures to keep clients informed. In response to regulatory changes, the Law Society has raised “serious concerns” regarding proposed fee increases for the Legal Ombudsman. Proposed reforms include raising case fees from £400 to £600, alongside additional costs for investigations and decisions. The Law Society warned that these hikes could restrict access to justice and disproportionately impact smaller practices and legal aid providers, potentially incentivizing firms to settle meritless complaints to avoid financial burdens. Furthering these concerns, the Chartered Institute of Legal Executives (CILEX) has warned of risks associated with a proposed staged fee structure. This structure, introduced in response to a 37% increase in service requests, could see charges ranging from £200 for early resolutions to £1,500 if an ombudsman decision is required. An additional £400 fee would apply if a firm fails to issue a final response to a complaint within eight weeks. CILEX cautioned that these tiered fees might incentivize firms to make “unmerited payments” to clients to avoid higher costs, which could prevent legitimate complaints from reaching the ombudsman. Additionally, CILEX objected to a proposed requirement for complainants to prove “serious detriment,” arguing this standard might cause minor but valid complaints to be denied a hearing.

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