Complaints Procedure

1. This complaints procedure is for clients.

2. It allows clients or ex-clients to make one complaint about the handling of their case. It does not permit a client or ex-client to add subsequent complaints that could and should have been raised in the original complaint.

3. The aim is to give all clients a good service at all times. However, if you have a complaint please let Chambers know as soon as possible, in writing.

4. Complaints are treated as confidential although discussion about it with other lawyers or advisers or officials from the Bar Standards Board for their advice may take place.

5. Your name is not revealed to others, save as above, unless in the setup of a mediation or arbitration.

6. Chambers will use their best endeavours to deal with your complaint promptly and within 21 days.

7. Please note that the Legal Ombudsman, the independent complaints body for service complaints about lawyers, has a time limit from the date of the act or omission about which you are complaining within which to make your complaint. It is within six years of the problem happening or three years from when you found out about it. Chambers must therefore have regard to that timeframe when deciding whether they are able to investigate your complaint. Chambers will not deal with complaints that fall outside of the time limit.

Complaints made in writing
8. If you wish to make a written complaint please give me the following details:
• Your name, telephone number and address;
• The details of your complaint in enumerated format; and
• What you would like done about it.

Procedure for dealing with your complaint
9. There are a number of ways in which your complaint may be dealt with as follows:
(a) Discussion over the telephone;
(b) In writing;
(c) Discussion at a meeting;
(d) The appointment of a mediator/arbitrator (ADR) who will try to facilitate the resolution of your complaint;

Written Complaint
10. The process involves:
i. receipt of your written complaint
ii our reply in writing, normally within 48 hours, to acknowledge the complaint and to inform you how it will be dealt with
iii. using our best endeavours to reply within 21 days in full to your complaint. The reply will set out the nature and scope of the investigation and our conclusion on each complaint and the basis for our conclusion and, if the complaint is found to be justified the proposals for resolving the complaint.

The appointment of ADR whose decision we both agree shall be binding
11. If we decide to use ADR pursuant to clause 9(d) above we both would need to agree how ADR should approach the task and the limit of any compensation that can be awarded. The Bar Sole Practitioners Group (BSPG) or local Circuit may be approached and a barrister may be appointed to arbitrate. We will decide together whether it will be the BSPG or the local Circuit who should be approached. Once there is an approach we agree to follow their suggestions.

Where the Complaint is Not Upheld
12. If you indicate that you are not happy with Chambers’ written response you may make a formal complaint to the Legal Ombudsman, the independent complaints handling body for complaints about lawyers. Please note that the Legal Ombudsman has the above time limit within which to make your complaint.

They can be contacted at www.legalombudsman.org.uk

13. Chambers will maintain confidentiality at all times and discuss your complaint only to the extent that is necessary for its resolution and to comply with requests for information from the Bar Standards Board discharging its auditing and monitoring functions.

14. Chambers will retain all correspondence and other documents generated in the course of your complaint for a period of 7 years and Chambers will review complaints at least once a year.