Niamh Muldoon

The LSRA can investigate three types of complaint: inadequate legal services, excessive costs and misconduct. The report provides insights into the number and nature of complaints received and how those complaints are resolved. It includes a focused examination of complaints relating to wills and probate, an area of legal services that people often engage with at particularly sensitive and difficult times.

During the reporting period, legal practitioners were directed by the LSRA to pay a total of €86,944 in compensation to clients and to waive or refund a further €79,888 in legal professional fees charged.

Key findings from complaints received:

• Of the 1,000 complaints received during the reporting period, 960 related to solicitors and 40 to barristers, reflecting the higher number of solicitors and their greater level of contact with consumers.
• A total of 781 complaints (78 per cent) involved a single ground.
• 549 (55 per cent) concerned alleged misconduct only.
• A further 219 (22 per cent) related only to inadequate legal services.
• Complaints about excessive costs only were less common at 13 (1 per cent), although excessive costs featured in a further 100 complaints.
• 219 (22 per cent) complaints were mixed complaints involving more than one ground.

Key findings from complaints closed:

• Of the 1,139 complaints closed during the reporting period, 586 complaints (51 per cent) were deemed to be inadmissible following a statutory assessment.
• 240 complaints (21 per cent) were resolved with the assistance of the LSRA, including 20 complaints resolved through the LSRA’s Informal Resolution process with the assistance of trained mediators.
• 130 complaints (11 per cent) were not upheld.
• 86 complaints (7 per cent) were upheld.
• 41 (3 per cent) complaints of alleged misconduct were referred by the LSRA’s Complaints Committee to the Legal Practitioners Disciplinary Tribunal (LPDT).

Niamh Muldoon, chief executive officer of the LSRA, said: “A significant proportion of complaints continue to be resolved at an early stage with the support of the LSRA. This is often the most effective way to address issues and achieve practical outcomes for both clients and legal practitioners.

“This report highlights the impact that delays, poor communication and a lack of clarity can have on clients, particularly in areas such as wills and probate where people may be dealing with difficult personal circumstances.

“By identifying recurring issues and sharing practical examples, the report aims to support legal practitioners in reflecting on their practice and to help improve outcomes for consumers of legal services.”