The Legal Ombudsman (LeO) has launched a consultation on whether to introduce a voluntary complaints-handling scheme for unreserved work. Its latest business plan discusses the establishment of a ‘voluntary jurisdiction’ for areas of the legal market where providers currently outside its remit may want to offer customers access to redress when things go wrong. Unregulated will-writers are in its sights.

Elizabeth France, chair of the LeO board, said: ‘We shall look at how best to use the provisions in the Legal Services Act to create a voluntary jurisdiction if this would fill gaps in access to free and fair redress.’

In July, chief ombudsman Adam Sampson said in his first annual report that consumers were confused about the difference between reserved and non-reserved activities.

Brian McMillan, director general of the Society of Will Writers, has already held talks with Sampson about the voluntary jurisdiction. One possibility is that compliance with the demands of the ombudsman could become compulsory for the society’s members.

See By the Book.