Solicitor at a desk pointing to a signature line on a contract

Legal and regulatory

Complaints procedure.

If something has gone wrong, or you are unhappy with the service or the bill, we would rather hear it from you than not hear it at all. This page says exactly who to contact and what happens next.

In short

Making a complaint costs nothing and it does not affect the work we are doing for you.

01Write toSiobhán Moriarty, principal

02Acknowledged within5 working days

03Full reply within20 working days

04If unresolvedLegal Services Regulatory Authority

The steps

Four stages, and most complaints stop at the first.

Raise it with the solicitor handling your matter

A phone call is often enough. Many complaints turn out to be a delay nobody explained, or a step that was not made clear. If a call does not settle it, put it in writing so that there is a record of what you are unhappy about.

Write to our complaints handler

Address it to Siobhán Moriarty at Killarney Road, Killorglin, Co. Kerry, or by email to go@splash.ie. Set out what happened, when, and what you would like done about it. We will acknowledge it in writing within 5 working days.

We investigate and reply

The file is reviewed by somebody other than the person you are complaining about, where the size of the firm allows. You get a written reply within 20 working days setting out what we found, what we accept, and what we propose to do. If we need longer, we tell you why and when to expect it.

Take it outside the firm

If you are still not satisfied, you can complain to the Legal Services Regulatory Authority. You do not need our permission and you do not need a solicitor to do it. The Authority's contact details and its own complaint form are published on its website.

Where to go

The right body depends on what the complaint is about.

Conduct or service

The Legal Services Regulatory Authority receives complaints about the conduct of a solicitor and about inadequate professional services. There are time limits, so do not sit on it.

A bill of costs

A bill can be referred to the Office of the Legal Costs Adjudicators, which examines whether the charge is reasonable. A complaint about excessive costs can also go to the Authority.

How we charge

Personal data

Complaints about how we have handled your personal data go to the Data Protection Commission, after you have given us a chance to put it right.

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