Making a complaint | The Lay Observer for Northern Ireland

Procedure

Complaints must be submitted in writing. This might simply be a letter stating that the complainant is dissatisfied with the way the Law Society handled the complaint.
Once The Lay Observer has received and accepted the complaint, he will call for the file from the Law Society.
The Lay Observer has discretion to interview complainants where necessary, but does not usually do so. He may also accept complaints in other formats e.g. by tape, Braille, other media or in another language.
After completing his investigation, The Lay Observer sends his conclusions to the parties. Copies are sent to the complainant, the Law Society and, where appropriate, to the Client Complaints Committee.

The Lay Observer’s service is free to complainants.
Parties do not need independent legal advice when making a complaint to The Lay Observer.

The time taken for The Lay Observer to investigate and decide on a complaint is normally about eight weeks. If there is any deviation from any estimate given, The Lay Observer will keep you informed of any new dates and will normally give you reasons.

Remedies are limited under The Lay Observer’s scheme. The Lay Observer cannot award compensation or costs. He can, however, decide to send a case back to the Clients Complaints Committee in the Law Society. He might send a case to the Solicitors’ Disciplinary Tribunal if appropriate; the members of these tribunals are selected by the Lord Chief Justice. He might also ask the Law Society to give an explanation or to provide more information to the complainant.