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Complaints Procedure

Complaints Procedure

If at any time you are dissatisfied with the service you have received from a barrister or any of our staff you should address your concerns to the responsible person in the first instance. Those concerns should be raised at the earliest opportunity.

We will always try to reach an acceptable resolution informally if at all possible.

If the matter cannot be resolved to your satisfaction in this way it is open to you to make a formal complaint. 

•    Your complaint should be set out in writing within 6 months of the cause of the complaint or when informal resolution has failed, whichever is the later.

•    It should be directed to Mr James Sutherland, the Chair of the Complaints Panel, which is responsible for supervising the handling of all formal complaints.

•    We will acknowledge receipt of your complaint within 5 working days.

•    The Chair of the Complaints committee will convene a meeting to discuss your complaint and if required will appoint a senior member of that committee to conduct an investigation.

•    The investigator will then produce a report to the Head of the Complaints Committee as soon as possible, ordinarily within 21 days of his or her appointment. If it is not possible to meet this deadline we will write to you and inform you when we expect to conclude our investigation.

•    The Head of the Complaints Committee will consider the report and write to you with the conclusions, setting out the nature of the investigation, and will inform you whether the complaint is upheld or rejected setting out the reasons in each case. When a complaint is upheld the letter will set out or include a proposal for resolving the complaint.

•    All conversations, records kept and documents relating to the complaint will be treated as confidential. They will only be disclosed as necessary to the panel, the person complained about and the investigator.

•    A full record will be kept of all complaints made. 

•    If you are dissatisfied with the way that your complaint has been dealt with or the conclusions of our investigation, or you do not wish to make use of our procedure at all, you may make a complaint to the Legal Ombudsman, PO Box 15870, Birmingham. B30 9EB. Tel: 0300 555 0333. They will normally require the complaint to be made within 6 months of your last contact with Chambers