Before you get started
- Ensure that we are the appropriate authority to lodge your complaint with (i.e. your complaint is about the service provided by a solicitor on the Roll of Solicitors in Northern Ireland).
- Ensure you have the appropriate standing to raise your complaint (i.e. you are a client of the solicitor, a beneficiary under an estate being administered by the solicitor, or you have an authority to raise a complaint on behalf of a client/beneficiary).
- Ensure you are raising your complaint within the required timeframe (i.e. you have completed the in-house complaint process within 6 months of conclusion of the business, or knowledge of the issue you wish to complain about and have complained to us within 3 months of the in-house complaint process being concluded). If you consider you should be entitled to an extension request, ensure this is submitted as soon as possible so that we can determine the eligibility of your complaint.
- Ensure you have exhausted the in-house complaint process with the solicitor or solicitor’s firm (i.e. you have attempted to resolve the complaint with your solicitor directly and have given them at least 28 days to respond to your in-house complaint).
If you consider that you should be entitled to an exemption request from completing the in-house complaint process first, ensure this is submitted as soon as possible so that we can determine the eligibility of your complaint.
Making your complaint
- Fully complete, sign and date your complaint form. If your complaint form is incomplete, it may be returned to you, or we may ask you for further information which will delay the progression of your complaint.
- Clearly set out the areas of inadequate professional service in your complaint form. Additional matters cannot be added at a later date.
- Clearly set out your preferred resolution to the complaint so that we can consider whether we can achieve this for you in the event your complaint is upheld.
- Provide us with a full copy of the in-house complaint and solicitor’s in-house response alongside your complaint form.
- Provide us with a copy of any additional documentation which may be relevant to assist us in investigating and determining your complaint.
- If you are seeking an exemption or extension request, notify us as soon as possible by including this within your complaint form.
- If you are complaining on behalf of someone else, you will need to provide us with an appropriate authority.