Simon Williams

Session 1c: Handling complaints, with the LeO

Simon has been working in legal complaints since starting at what was the Law Society’s Consumer Complaints Service in 2005. He joined the Legal Ombudsman in 2011 and has been an Ombudsman since 2013, now a Senior Ombudsman, dealing with complaints across the entire spectrum of legal services.

In those twenty years, he has seen how lawyers have had to adapt to a changing world and continue to provide clients with good services. And he has seen how it can go wrong.

Simon is one of a number of ombudsmen who provide guidance to lawyers experiencing difficulties with complaints, both about how to improve their complaint procedures and how to avoid complaints in the future. A contributor to a number of external LeO publications, he is the editor of An Ombudsman's View of Good Costs Service, now in its third edition.