The LeO Model Complaints Resolution Procedure
The Legal Ombudsman (LeO) has published a Model Complaints Resolution Procedure (MCRP).
The MCRP is a voluntary, evidence-based framework designed to help legal service providers resolve complaints earlier, more consistently and with greater confidence. It is intended to complement existing regulatory requirements
Whilst notaries are already required to operate a written complaints procedure, the LeO model provides a useful benchmark for best practice.
The model highlights clear communication, prompt acknowledgement of complaints, defined timescales for investigations, and keeping complainants informed throughout the process.
For notaries, the introduction of the model does not fundamentally change existing regulatory obligations. However, it is a timely reminder to review current complaints procedures to ensure they remain up to date, accessible, and compliant with both LeO expectations and the requirements of the Faculty Office.