Complaints

Complaints Procedure

Although we hope our clients never have cause to use it, we have a very simple and thorough complaints procedure in place to ensure that any concerns get dealt with quickly and appropriately, without causing too much disruption. The procedure is as follows:

1. Any substantive complaint received in Chambers whether to the Clerks, to a barrister or to the Head of Chambers should be immediately notified to the Chief Clerk, together with copies of all significant correspondence etc.

2. A substantive complaint is one which is about a matter which covers negligence, incompetence or a significant shortfall in levels of service. It may be in writing, by fax, by telephone and to either the relevant barrister or any other member of Chambers.

3. All complaints will be acknowledged, preferably in writing, within 72 hours of receipt.

4. The client will also be advised when a full reply will follow, which should usually be within 28 days.

5. If received by a barrister, it should be handled by him/her in the first instance. If it is unable to be satisfactorily resolved, then the matter must be advised to the Chief Clerk.

6. If the complaint relates to actions within the Administrative Staff, it will be handled by the relevant line Manager.

7. If the complaint relates to a line Manager it will be handled by the Chief Clerk, and if it involves the Chief Clerk it will be handled throughout by the Head of Chambers.

8. If received by the Chief Clerk, he will make enquiries of the barrister concerned, speak to the professional client and endeavour to resolve matters.

9. If this is insufficient, the matter will be referred to the Head of Chambers, who will then investigate and liaise with the professional client as appropriate.

10. In resolving each complaint, the matter will be reviewed to assess the need for :-

Appropriate redress: as a compensatory/goodwill measure for the client
Remedial Action: where the problem is not beyond correcting
Improvement Action: to look at the root cause of the problem and implement changes to prevent the problem from recurring.

11. The existence of this procedure does not prohibit Chambers from turning aside unjustified complaints.

12. So as to assist in our ability investigate any complaint, complaints must generally be made within 12 months of the incident about which the complaint is being made. If a complaint is being made outside of this timescale complainants are asked to explain why there has been such delay.

13. If a complainant, having had the matter reviewed by the Head of Chambers, is still unsatisfied, they can refer the complaint to the Legal Ombudsman. The Ombudsman will only consider complaints that have already been referred to Chambers and that have received an unsatisfactory response or outcome from Chambers. The office of the Ombudsman can be contacted on 0300 555 0333 or visit www.legalombudsman.org.uk for further information.