The Legal Ombudsman (LeO) has warned lawyers that using its new model complaints resolution procedure (MCRP) is not “a proxy” for regulatory compliance. Nearly 60% were resolved at the early resolution stage, “often through a simple explanation, prompt action or constructive conversation”. Using early resolution to settle a complaint took on average seven days, compared with 21 days using a full investigation. Under the MCRP framework, firms and chambers have five days to acknowledge a complaint and eight weeks to respond to it. The same two routes for handling complaints still exist – early resolution or a full investigation – with the emphasis being on reaching settlements quickly in the majority of cases.