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The Office for Legal Complaints (OLC) is an arm’s length body – which administers the Legal Ombudsman scheme (LeO) – and makes decisions in relation to cases considered under the scheme independently of, and without influence from, the Ministry of Justice.
We are aware that LeO staff receive training on reasonable adjustments and have Dedicated Vulnerable Customers Champions to identify customers who may need additional assistance or reasonable adjustments to access its service. This includes adjustments for mental health reasons.
The OLC also has a service complaints process, of which the last stage is escalation to the Service Complaint Adjudicator who is appointed by the Board and independent of the OLC.