External Board Evaluation

Case Study

External Board Evaluation

CT was commissioned by The Office for Legal Complaints to undertake an external Board evaluation.

The Brief

The Office for Legal Complaints was established under the Legal Services Act 2007. It is an Arms’ Length Body of the Ministry of Justice (MoJ), overseen by the Legal Services Board (LSB), which is responsible for administering an independent ombudsman scheme to resolve complaints by consumers about legal services – the scheme is known as the Legal Ombudsman.

In line with good practice and boards being subject to period external review, Campbell Tickell was commissioned to undertake an external Board evaluation.

“CT made such an effort to know the organisation – our governance and our culture – and as a result have produced so much more than a report. This is a whole scale Board effectiveness review, one which we have all bought into and which we continue to rightly hold ourselves to account.”

Elisabeth Davies
Chair of OLC

Our Approach

We worked on the following:


Given the OLC’s dual accountability to the LSB and the MoJ, it was important from the outset for CT to bring in views from those stakeholders. The review comprised desktop and in-person elements with Board members, the Executive team and external stakeholders, and an observation of a Board seminar and Board meeting.


CT presented a final report to the Board in August 2023 which recognised the transformative efforts by the Board and Executive in addressing performance improvement and the commitment over time to continued Board development and renewal.


CT focused on a small number of thematic recommendations designed to support the Board in fully exercising its strategic role.


Key Contact

If you would like to discuss our work, please get in touch.

Radojka Miljevic



External Board Evaluation

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