Customer complaints procedure
The Courts Service makes every effort to ensure that the services we provide to our customers fully meet their needs and expectations and are delivered in a friendly, courteous and efficient manner.
However, on occasion the service provided may fall short of what you consider to be acceptable.
If you are not satisfied with the service received from the Courts Service, you should make your complaint as soon as possible.
How to make a complaint
» In the first instance you should make your complaint by contacting the office manager of the relevant Courts Service Office. Where possible, he or she will try to rectify the situation without delay.
» If you do not obtain a satisfactory result, or if for any reason you would prefer not to complain at the time, you should make your complaint in writing using the official Customer Complaint form.
All complaints will be dealt with promptly and in an objective and courteous manner.
» Forward your completed Customer Complaints Form to:
Customer Complaints Co-ordination Office
The Courts Service
15/24 Phoenix Street North
Courts Service commitments when dealing with formal complaints
» We will resolve complaints, where possible, at the first instance.
» We will acknowledge all complaints within 3 working days setting out the name and contact details of the officer investigating your complaint.
» We will investigate all complaints and issue a reply to your complaint within 15 working days or, where this is not possible an interim reply will issue explaining the position and advising when a substantive response will issue.
» All complaints will be treated promptly, fairly, impartially and in confidence.
How to appeal
If after receiving a decision on your complaint you feel the matter has not been resolved to your satisfaction, you still have the right of appeal to the Office of the Ombudsman at;
Office of the Ombudsman
18 Lower Leeson Street
Tel: (01) 6395600
Lo-call: 1890 223 030
Fax: (01) 6395674
What is not covered by the complaints procedure:
Under the Constitution, the judiciary is independent in its judicial functions.
The conduct of a court case or decision made is a matter entirely for the judge and it is not open to the Courts Service to comment or intervene in any way in such matters.
Any decision, finding, judgement or ruling of the courts can only be addressed through the courts.
Quasi judicial decisions made by officers of the Court can only be appealed to the court. These would include decisions of County Registrars including their role as Under-Sheriffs, the Master of the High Court, the Taxing-Masters and other officers of the High Court exercising quasi judicial functions. These officers are independent in the exercise of their quasi judicial functions.
Complaints about legal professionals or other bodies must be addressed to the appropriate organisation.
updated: 18 December 2017