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Leaflet 10: Customer Care and Complaints Procedure
Quality of the service provided
The Board is committed to providing a profesional, efficient, and cost effective legal aid service. If any person considers that the standard of service falls below what he/she should reasonably expect to receive, he/she should advise the Board accordingly.
If a person considers that:
- the general service provided by any member of the Board’s staff is not satisfactory; or
- the level of service is below what he/she should reasonably expect; or
- he/she has concerns as to the manner in which the service was provided;
he/she should forward a complaint in writing to the Customer Liaison Officer in the Board’s Head Office. A response will be issued as quickly as possible.
Persons who are dissatisfied with decisions on their applications for legal aid/advice may have the decision reviewed or may appeal the decision to an appeal committee of the Board. The arrangements for appeals are dealt with in Leaflet Number 12. Withdrawal of Legal Services.
Customer Service
The Board is committed to the provision of a quality service in line with its Customer Service Action Plan. A copy of this plan is available from each law centre on request and/or from the Board’s Head Office and/or website - www.legalaidboard.ie
Head Office address:
Legal Aid Board, Quay Street, Cahirciveen, Co. Kerry
Telephone: 066 947 1000
Fax: 066 947 1035
Selection of Solicitor / Barrister
When a person is granted legal advice and/or aid, the Board will nominate a solicitor/barrister for the purpose of providing such legal advice or aid. Alternatively, the Board may refer the person to the private practitioner panel to select a solicitor from that panel.
A person who wishes to change a solicitor/barrister should first notify the Managing Solicitor of the law centre. If the matter is not resolved, the person may write to the Managing Solicitor of the law centre outlining the reasons for requesting the change.
If the matter is not resolved, the person should write to the Board’s Head Office at the address shown at the end of this leaflet, again outlining the reasons for requesting the change.
If the Board considers the request to be reasonable in all the circumstances of the case it may consent to the change. However, if the change of solicitor/barrister results in the Board incurring any increased costs, the person may be considered liable for these costs. A decision in relation to costs will be taken at the same time as a decision in relation to a change of solicitor/barrister and the person will be notified accordingly.
Complaints procedure
A person who wishes to make a complaint about the service should make the complaint initially to the Managing Solicitor of the law centre. He/she will aim to resolve the matter as quickly as possible and, if necessary, meet with the person to
discuss their concerns.
If the person is still dissatisfied, the person should put the complaint in writing to the Managing Solicitor. A copy of this letter will be given to the person about whom the complaint is being made.
If the problem remains unresolved, the person may request that the letter of complaint be forwarded to the Director of Legal Aid at the Board’s Head Office.
A person who wishes to make a complaint about a Managing Solicitor of a law centre should put the complaint in writing and send it to the Director of Legal Aid in the Board’s Head Office.
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