Although we always endeavour to use our best efforts when representing our clients, you may believe that the service we provide has fallen below the level you expected. In such circumstances, we recommend that you make a complaint directly to chambers, however please note you are able to complain through your instructed solicitors should you wish.
You are able to make a complaint to chambers either through letter or email, addressed to the Management Committee.
If your complaint relates to our clerks, you are invited to speak with a member of our Management Committee. Should your complaint relate to a member of the Management Committee we will ensure that it is handled by the Management Committee, absent the subject member of your complaint. Once your complaint is received it will be noted in our records along with what actions you wish to be taken in order to rectify the situation.
If you have complained via telephone, a note will be taken and we will endeavour to address the situation immediately. Any decision made will be noted in our records and sent in writing to yourself. We advise that you also keep a copy of what transpired during this telephone conversation.
Should you prefer to put your complaint in writing, it will be placed before the Management Committee, absent the member to which the complaint refers. We will then write to you on receipt of the complaint, confirming receipt. From there, a senior member will be delegated to handle your complaint. They will investigate the matter and report to you directly , once investigations have concluded. Once a member has been selected we will inform you who will be dealing with your issue and the date by which you should receive a response. Once a decision has been made, the person handling the complaint will set out the steps made to investigate your complaint, the conclusion from the investigation and, should we find your complaint has merit, our proposals to remedy the matter.
If you are unhappy with the outcome of our investigation or our proposal on how we will deal with your complaint, you are then able to refer your complaint to the Legal Ombudsman, which is an independent body set up to handle complaints regarding lawyers.
Please note you are only able to make a complaint to the Legal Ombudsman if:
You have already been through Chambers' complaints procedure.
You are a client of the Barrister you wish to make a complaint about. Non-clients should refer their complaints to the Bar Standards Board.
The Legal Ombudsman will investigate your complaint if:
The complaint has not been resolved to your satisfaction within eight weeks of being made to the authorised person;
An Ombudsman considers that there are exceptional reasons to consider your complaint sooner, or without it having been made to the authorised person;
Where an Ombudsman considers that the in house resolution is not possible due to an irretrievable breakdown in the relationship between an authorised person and yourself.
You must register your complaint within 6 months of receipt of your final response from chambers or the barrister.
3 years from when you should reasonably have known there was a cause for complaint without taking advice from a third party; whichever is later.
6 years after the problem arose.
All conversations and documents relating to your complaints will be treated as confidential and will only be disclosed to the extent that is necessary. Disclosure will be to the Management Committee and any persons involved in the complaint and its investigation, including the individual the complaint has been made against.
You may contact the Legal Ombudsman at:
PO Box 6806
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