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<p>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.</p><p>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.</p><p>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.</p>
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