We aim to provide exceptional service for all of our clients. To ensure we maintain the highest standards, we continually review our working processes and approach, and always welcome feedback on any aspect of our service.
However, if for any reason you are unhappy with the service received and would like to complain, our complaints procedure is set out in detail in our Complaints Policy & Procedure. If your concern relates to how your data is managed please refer to our Data Complaints Policy and Procedure.
This process is not apt to deal with issues of professional negligence (which will require you to take alternative legal advice), or professional misconduct (which is a matter for the Bar Standards Board). Our complaints mechanism addresses service questions, and similar concerns.
In summary, it involves contacting us by phone/Teams, email or letter to set out the complaint. Elizabeth Jones KC, Head of Chambers, handles complaints about barristers, associates and mediators and Kathryn Purkis, Chambers Director, deals with complaints about staff. Written complaints are acknowledged promptly, investigated by someone independent of the complaint, normally resolved within eight weeks, and if the complainant remains dissatisfied, they may pursue the matter to the Legal Ombudsman or through ADR, or report the matter to the BSB if appropriate.
Note that the Ombudsman is usually only able to consider your complaint once it has first been investigated by Chambers. The Legal Ombudsman can be contacted through the website at www.legalombudsman.org.uk.
