Complaints
Regulated by the Bar Standards Board
How to Complain
My objective is to give excellent service at all times
I constantly seek to ensure that I keep aware of clients needs and expectations . However, should you have a complaint you are invited to let me know as soon as possible .You may wish to make a complaint in writing ,please see the procedure below or if you would rather speak on the telephone about your complaint you may speak to me to discuss the matter on an informal basis.
As it is my policy to deal with complaints in a responsive way rather than hope the problem will go away early and open communication is encouraged to remedy most problems that arise.
Any client is provided with a copy of my complaints procedure upon request.
In line with BSB regulations I have 2 stages of complaint resolutions.
A note of the details of your telephone complaint will be made and what you would like done about it. I will aim to resolve your concerns and ensure that you are satisfied with the outcome. A written record is made of any complaint as part of my commitment to Client Care with a view to improving my service to clients.
If the matter is not resolved satisfactorily a formal complaint may be lodged and the procedure for written complaints follows below.
Unless there are exceptional circumstances I will not deal with complaints that fall outside the 12 month period from the date on which the cause arose.
Formal complaints in writing to me will be acknowledged promptly ideally within two days you will be sent a copy of my complaints procedure and you will be advised when a full response should follow usually between 14 and 28 days.
Please give the following details:
Your name and address
Your e mail address if you have one and permission to contact at that address
The detail of the complaint
And what you believe should be done about it
I will try to deal with the complaint and if after this it is not resolved satisfactorily I will send out a reply which will set out:
The nature and scope of the investigation
the conclusion on each complaint and the basis of that conclusion
Whether I find that you are justified in your complaint and my proposals for resolving the complaint
All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary.
If a complainant having had the matter reviewed is still not satisfied, the complaint can be referred to the Legal Ombudsman, address below, who is the independent complaints body for service complaints about lawyers and complaints from the barrister’s client are within their jurisdiction but they will only consider complaints that have already been referred to Chambers and have received an unsatisfactory outcome.
It should be noted that it may not always be possible for chambers to investigate a complaint brought by a non- client as our ability to satisfactorily investigate and resolve such matters is limited and complaints of this nature are often better suited to the disciplinary processes maintained by the Bar Standards Board.
If you are not the barrister’s client and are unhappy with the outcome of investigation then please contact the Bar Standards Board at the address below. There is a three month time limit from the conclusion of the investigation by Chambers in which to raise your complaint with the BSB. They can be contacted at:
Complaints Team
Bar Standards Board
289-293 High Holborn
London WC1V 7HZ
Tel: 020 7611 1444
Fax: 020 7831 9217
Web: www.barstandardsboard.org.uk
Legal Ombudsman
PO BOX 6806
Wolverhampton
WV1 9WJ
Tel: 0300 555 03333
Email: enquiries@legalombudsman.org.uk
Web: http://www.legalombudsman.org.uk
You may also submit your complaint to the EU online ADR system and the link is as follows:
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