Her statement was released yesterday, along with the Office for Legal Complaints’ Annual Report and Accounts for 2019/20.
Marsh (pictured) said: “While it is clear that the overall performance of the Legal Ombudsman has not yet reached the levels we are seeking I am confident that the work completed to date provides strong foundations for future development”.
LeO has long set out to improve its performance, including reducing the time it takes to resolve complaints.
Despite improvements to investigation times over the past year, the organisation is still taking too long to reach decisions.
This meant that, overall, people had to wait longer than they should for an answer from the ombudsman.
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