Introduction
1. Chambers prides itself on providing a first-class service to its clients at all times. However, if you believe that our professionalism has fallen short and wish to complain, you are invited to advise us as soon as possible. Your complaint can be made through your solicitor or directly to Chambers.
2. This document sets out our complaints procedure.
Submission of Complaint
3. Complaints can be made by telephone or in writing, although we would encourage clients to raise their complaint by telephone initially, subject to the severity of the complaint raised.
4. Complaint by Telephone. If your complaint concerns a barrister, please telephone the Senior Clerk (or in his absence the Chambers' Director) on 020 7410 2000. If the complaint refers to the Senior Clerk, you should ask to speak with the Chambers' Director and, if it refers to the Chambers' Director, the Head of Chambers. If your complaint involves the Head of Chambers, you should ask to speak with the Chambers' Director; he will refer you the most senior member of Chambers' available. The person you contact will take a note of the details of your complaint and what you would like done. He will discuss your concerns with you and aim to resolve them. If the complaint can be resolved to your satisfaction, he will record the outcome and the fact that you are happy with the resolution of the complaint. We will then write to you confirming these facts.
5. If your complaint cannot be resolved to your satisfaction, you will be invited to write to us within the next seven days so that the complaint can be investigated formally.
6. Complaint by Correspondence. If you are writing to Chambers regarding your complaint, please set out the following details:
• Your name and address;
• Which member of Chambers/staff you are complaining about;
• The details of the complaint; and
• How you wish the complaint to be resolved.
7. Please address your letter to the Chambers' Director. We will acknowledge receipt of your complaint within a maximum of five working days and provide details of how your complaint will be processed, and by whom. We would expect to advise you within 28 days of the outcome of the investigation. If it is likely to take longer than this period, we will write notifying you of this fact, explain why and provide a revised completion date.
8. Complaints regarding a barrister's competence and professional conduct are investigated by the Senior Clerk and a senior, experienced member of Chambers. You are entitled, when advised of the investigating barrister, to ask in writing for an alternative barrister, giving reasons for your request. Complaints concerning staff and client care matters will be investigated by the Chambers' Director. Complaints concerning the Senior Clerk or the Chambers' Director will be investigated by a senior member of the Chambers' Management Committee.
9. All investigations will be carried out as quickly and efficiently as is reasonably possible; you should be aware that diary commitments may delay the procedure but everything will be done to expedite the investigation. The background and conclusions of the investigation regarding the complaint, together with a recommendation(s) for the resolution of the complaint, will be put to the Head of Chambers for his ultimate decision and sanction. Head of Chambers will write to you once the matter has been investigated and:
• If found unjustified, explain why.
• If found justified, set out his proposals for resolving the complaint. This may include reduction in fees, apology, compensation.
• Provide details of the Bar Standards Board's complaint
10. In the event that the complaint refers to the Head of Chambers, the process will be undertaken by the Head of the Management Committee.
11. A copy of the letter will be provided to the barrister/member of staff complained against.
Confidentiality
12. All conversations and documents shall be deemed confidential and disclosed only to the extent necessary. Disclosure will be to Head of Chambers, members of our management committee and anyone involved in the complaint and its investigation. Such people will include the barrister member or staff whom you have complained about, the Senior Clerk/Chambers' Director, the senior member investigating the complaint and the Head of Chambers. You should be aware that the Bar Standards Board is entitled to inspect the documents and seek information about the complaint when discharging its auditing and monitoring functions.
Our Policy
13. As part of our commitment to client care we make written records of any complaint and retain all documents and correspondence generated by the complaint for seven years. Our management Committee reviews complaint records with a view to improving service standards.
Further Recourse
14. We hope that if you have a complaint, you will use our in-house procedure. However, if you would rather not do so or are unhappy with the outcome you may pursue your complaint with the Bar Standards Board at any time. Details are available on www.barstandardsboard.org.uk. You can write to them at:
Complaints Department
Bar Standards Board
289-293 High Holborn
London
WC1V 7HZ
Tel: 020 7611 1444
Fax 020 7831 9217
E Mail complaints@barstandardsboard.org.uk
