Complaints Procedure

We want to give you the best possible service.  However,  if at any point you become unhappy or concerned about the service provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage.

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 Beata Kopel, the Chair of the Complaints Panel, which is responsible for supervising the handling of all formal complaints. It can be sent by post or directed to

•    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 we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman.

Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

*   Within six months of receiving a final response to your complaint and
*   No more than six years from the date of act/omission; or
*   No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman please contact them:

Call 03005550333tel:03005550333 between 9am to 5pm.
Legal Ombudsman PO Box 6167, Slough, SL1 0EH

The full list of who has a right to complain to the Legal Ombudsman is available on their website.

The Bar Standards Board (BSB)regulates barristers. You can use the Barristers’ Register which is an online database on the BSB website displaying details of all barristers who are authorised to practice in England and Wales and who have a current practising certificate. The Register also shows whether a barrister has any disciplinary findings.

The Legal Ombudsman is the body that looks at complaints about legal service providers.

Legal Ombudsman’s decisions about legal service providers