The Lay Observer oversees the complaint-handling function of the Law Society of Northern Ireland. Types of complaints dealt with by the Law Society include:
- undue delay (or inaction);
- withholding or loss of documents;
- bills and accounts, including fees charged;
- disclosure of confidential information;
- dissatisfaction with advice given;
- acting contrary to clients’ instructions;
- ethics or behaviour;
- action resulting in loss.
If a complainant remains dissatisfied with the way the Law Society has handled a complaint, the complainant can then ask The Lay Observer to investigate. The complainant should first obtain a letter from the Law Society stating its conclusions before availing of The Lay Observer’s service.
The Law Observer cannot accept direct complaints about a solicitor’s negligence, nor can she investigate the merits or legal aspects of a complaint against a legal practitioner. She looks only at complaint handling by the Law Society.
However the Lay Observer can refer directly to the Solicitors Disciplinary Tribunal where there are questions as to the conduct and quality of any professional service provided by the solicitor.
In normal circumstances, a complaint should be brought to The Lay Observer within six months of the date of the issue of the conclusion by the Law Society. This may however be extended at the discretion of The Lay Observer.