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Legal Profession: Complaints

Answer

The legal profession in England and Wales, together with its regulators and the Office for Legal Complaints (OLC), operates independently of government. Legal services providers handle complaints about their services in the first instance. The OLC administers the Legal Ombudsman (LeO) scheme, which considers service complaints that have not been resolved by providers, while the legal services regulators consider concerns about professional conduct. The Legal Services Board (LSB) oversees the legal services regulators and the OLC.

The Government has not undertaken a specific assessment of the impact of AI-generated complaints. However, through its regular engagement with these bodies, the Ministry of Justice is aware that AI can help consumers articulate and pursue complaints but may also increase demand and place additional pressure on complaints-handling services.

For example, the LeO has reported a record 37% increase in new complaints in 2025–26. It has identified increased use of AI as a driver of this demand and also as a factor increasing the complexity of the complaints it receives. The OLC is responding through operational improvements and a longer-term transformation programme, using technology and AI.

The recently published independent review of the LSB also recognises the importance of maintaining effective consumer redress and ensuring the legal services regulatory framework is equipped to respond to emerging risks, including those associated with technology and AI. The Government is considering the review's recommendations and will set out its response in due course.

Secondary information

Type

Written question

Reference

HL2781

Session

2026-27

Subjects

Complaints Legal profession Artificial intelligence

Link

View this Written question on www.parliament.uk