Resolving Complaints

Title: How we can help you to resolve your complaint in an informal way

Once we know your complaint is one we can deal with, the first thing we do is try to help you find an informal resolution.

Our informal resolution service is confidential, voluntary and free.

We only offer this service if your complaint is about either poor quality legal services or about overcharging.

As part of our service, a trained mediator will talk to you and the solicitor or barrister to help you to come to an agreed solution. This is usually the best way to resolve a complaint.

Our mediators will speak to you both by telephone a few times, and ask how like the issues might be resolved and ask what steps would satisfy you both.

Their role is to ask questions and explore solutions. They do not take sides.

During the Informal Resolution process, we ask that you and the solicitor or barrister stay open to compromise

Informal Resolution is voluntary. You do not have to accept an offer to take part in Informal Resolution, and neither does the solicitor or barrister who you have brought the complaint against. At any time during the process, you are both free to withdraw.

Any resolution of your complaint must be agreed between you and the solicitor or barrister. If you are able to reach a settlement in this way, your complaint will be closed and the outcome will remain confidential.

If your complaint cannot be settled informally for any reason, we will carry out a formal investigation and make a decision.

Got to LSRA.ie for more information.