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Customer Charter - Complaints Procedure

Complaints Procedure

 You have a right to complain if the service you receive from us does not meet the standards set out in this charter, or if you believe that any action or decision that we have taken is not in line with our rules, practice or policy. If you wish to make a complaint the Board’s complaints procedures are set out in full in Customer Care and Complaints Procedure which is available on the Board’s website www.legalaidboard.ie and in any of the Board’s offices.

If you are dissatisfied with a decision on your application for legal aid/advice, you may have the decision reviewed or appeal the decision to an appeal committee of the Board. The arrangements for appeals are set out in Withdrawal of Legal Services
Are there any other remedies available to me?
The Office of the Ombudsman is entitled in certain circumstances to investigate any action taken by the Board in the performance of its administrative functions. The Office of the Ombudsman is not however entitled to investigate the provision of legal services by solicitors of the Board or by private solicitors who are providing services on behalf of the Board. Thus if you have a complaint about the legal service you are receiving from your solicitor, the Office of the Ombudsman has no role.

Contact Details for the Office of the Ombudsman are as follows:
Office of the Ombudsman,
18 Lower Leeson Street,
Dublin 2.

Lo-call: 1890 223030
E-mail: Ombudsman@ombudsman.gov.ie
If you are a child or young person under 18 or an adult who knows a child who you feel has been unfairly treated, or you are not satisfied with our decision on your complaint, it is open to you to contact the Ombudsman for Children’s Office. By law the Ombudsman for Children’s Office can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in dealings with us. The Ombudsman for Children provides an impartial, independent and free complaints handling service.

Contact details for the Ombudsman for Children’s Office are as follows:
Ombudsman for Children’s Office
52-56 Great Strand St
Dublin 1

Free Phone: 1800 20 20 40
E-mail: ococomplaint@oco.ie

It is important to note that the remit of the Office of the Ombudsman and the Office of the Ombudsman for Children only relates to a complaint relating to an action of the Board taken after 1 May, 2013. They have no remit in relation to any action or decision of the Board taken prior to that date. Neither the Ombudsman nor the Ombudsman for Children will investigate any complaints made to their office unless the complainant has fully utilised the Board’s internal complaints process and/or avenues of appeal prior to complaining to their offices.

Contact details for the Board’s Head Office are as follows:
Head Office:
Legal Aid Board,
Quay Street,
Co. Kerry.
Tel: (066) 947 1000(066) 947 1000
Fax: (066) 947 1035
Locall No. 1890 615 2000
Website: www.legalaidboard.ie