NATHANIEL LACY LLP

COMPLAINTS PROCEDURE

Internal Complaints Handling & Your Right to Complain to the LSR

1. Our Commitment to Client Care

Nathaniel Lacy LLP is committed to providing a high standard of service to every client. If you become unhappy or concerned about any aspect of the service we have provided, we want to know, so that we can address it. Making a complaint will not affect how we handle your case.

2. Step 1: Raise Your Concern Directly

In the first instance, it is often quickest to raise your concern directly with the solicitor handling your matter. Many concerns can be resolved this way without the need for a formal complaint.

3. Step 2: Our Internal Complaints Procedure

If your concern is not resolved, or you would prefer to raise a formal complaint, please put your complaint in writing, addressed to Donna Kerrigan. If your complaint concerns Donna Kerrigan personally, you may raise it directly with the Legal Services Regulatory Authority instead (see Step 3 below).

Stage

What Happens

Timeframe

Acknowledgement

We will send you a written acknowledgement of your complaint.

Within 7 days of receipt

Review

The relevant file will be reviewed, and the matter discussed with the solicitor concerned.

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Response

You will be sent a full written response addressing your concerns.

Within 14 days of receipt of your written complaint

Record

Your complaint will be logged in the firm's Complaints Register.

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4. Step 3: Your Right to Complain to the Legal Services Regulatory Authority

If you remain unhappy after we have responded, or if we have not responded within a reasonable time, you have the right to make a complaint to the Legal Services Regulatory Authority (LSRA), the independent body responsible for regulating solicitors and barristers in Ireland.

The LSRA can consider complaints about:

  • Inadequate legal services — where you consider the legal service provided was not of a standard you could reasonably expect (client only; three-year time limit);

  • Excessive costs — where you consider the costs charged for the legal service were excessive (client only; three-year time limit); and

  • Misconduct — including dishonesty or breach of professional conduct rules (can be raised by anyone, not only clients; no time limit).

LSRA contact details:

Post: Legal Services Regulatory Authority, P.O. Box 12906, Dublin 2

Phone: 01-859 2911

Email: complaints@lsra.ie

Website: www.lsra.ie (online complaint form available)

5. Complaints About Legal Costs

If your complaint relates specifically to a bill of costs, you may dispute it by sending us a written statement setting out the nature of your dispute within 21 days of receiving the bill. We will take reasonable steps to try to resolve the dispute directly with you.

If the dispute cannot be resolved, either you or we may refer the matter to the Office of the Legal Costs Adjudicators for adjudication.

6. Contact Details for Making an Internal Complaint

Nathaniel Lacy LLP

48 Serpentine Avenue, Ballsbridge, Dublin 4, D04 W9F8

law@nlacy.ie

01 263 1390