At Paul Ireland Solicitors, we pride ourselves on our customer service. We endeavour to strive to achieve the best results for our client and provide the first class service they require. We want your experience with us to a positive one.
However, there are times when things do not always go to plan and you may not be happy with the service provided. In such circumstances, we are committed to investigating matters as quickly as possible in order to resolve the situation to your satisfaction. In these circumstances, we have a procedure for you to follow and give you our assurance that we will endeavour to resolve matters as quickly as we can.
1. Raising a complaint
If you have any dissatisfaction with our service then we want to hear from you. If you have any cause for concern then please follow the following procedure.
i) Initially telephone us. A simple conversation may be able to alleviate your concerns and resolve the issues quickly.
ii) Alternatively, you can email or write to us. We will acknowledge receipt of your complaint, confirm who will review it and when they will reply to you. Please address emails to:-
When submitting your complaint to writing, we would also be grateful if you would identify:-
a) Your name and contact details.
b) Any reference that is on correspondence sent to you.
c) The nature of your complaint.
d) How we can best contact you.
e) How you would like us to put things right.
iii) We will investigate the issues that you raise and contact you in order to discuss how we can resolve the situation to your satisfaction. The Legal Ombudsman guidelines allow us 8 weeks to try and resolve your complaint or issues that you raise but we will endeavour to try and do this earlier. In the event that we need more time to resolve matters then we will notify you.
iv) Once you receive our response to your complaint, if you are not satisfied with our reply or suggested outcome then please contact us again just to discuss matters
openly and transparently. At all times, we want to work with you to resolve the issues that you have.
2. Legal Ombudsman
If, your complaint is not resolved to your satisfaction or we fail to comply with the 8 week timeframe to provide a final response, you may be entitled to refer your complaint to the Legal Ombudsman. Alternatively, there may be other methods of resolution available to you that you prefer.
In order to assist you, we confirm that the Legal Ombudsman’s details are as follows:-
The Legal Ombudsman aims to resolve complaints and assist you and ourselves to reach a mutual agreement. There are time limits for submitting complaints to them and these are as follows:-
i) If after 8 weeks of lodging your complaint, you have not heard from us or received our final response.
il) Within 6 months of receiving our final response.
iii) Within 3 years from the date that you should have known you had a complaint to pursue.
iv) Within 6 years of the date of any act or omission if you have not previously complained.
We hope that this information is of assistance to you but if you require any clarification on any issue then please do not hesitate to contact us to discuss.