For data protection complaints click here to see our data protection complaints procedure
Accessibility and Reasonable Adjustments
We are committed to ensuring that our complaints process is accessible to all clients.
This policy can be provided in alternative accessible formats, including large print, audio format, coloured paper, or other formats where reasonably required. If you require any reasonable adjustments to enable you to make a complaint or participate in the complaints process, please let us know, and we will do our best to accommodate your needs.
- Our Commitment
We aim to provide an excellent standard of service to all clients. However, we recognise that concerns or complaints may occasionally arise.
If you are dissatisfied with the service provided by your barrister or any member of Chambers’ staff, we encourage you to raise your concerns as soon as possible so that we have the opportunity to address them promptly and fairly.
You do not need to involve your solicitor in making a complaint, although you are welcome to do so if you wish.
- Legal Ombudsman Time Limits
The Legal Ombudsman is an independent body established to investigate complaints about legal services.
When considering whether to investigate your complaint, we may have regard to the time limits applied by the Legal Ombudsman. These are currently:
- A complaint should generally be made within one year of the act or omission complained about; or
- Within one year from when you should reasonably have become aware that there was cause for complaint.
If we issue a final response to your complaint, you must usually refer the matter to the Legal Ombudsman within six months of the date of that response.
The Legal Ombudsman may extend these time limits where it considers it fair and reasonable to do so.
- Who Can Make a Complaint?
Any client, whether instructed directly or through a solicitor, may make a complaint regarding the service received.
In some circumstances, we may be unable to investigate complaints from individuals who are not our clients. This is because our ability to investigate and resolve such matters may be limited. In those cases, concerns may be more appropriately considered by the Bar Standards Board (BSB) under its regulatory and disciplinary processes.
Where appropriate, we will explain this and direct you to the BSB.
- Making a Complaint
By Telephone
If you would like to make a complaint verbally, please telephone Chambers on 0161 214 1500 and indicate that you wish to make a complaint.
If your complaint concerns the services provided by a barrister, you will be referred to the Complaints Officer (the Governance, Compliance and Risk Manager).
The person taking your complaint will:
- Record your concerns;
- Discuss the outcome you are seeking; and
- Attempt to resolve the matter informally where appropriate.
If the complaint is resolved, a record of the outcome will be maintained and confirmed to you. You may also wish to record the outcome of the telephone discussion in writing.
If the complaint cannot be resolved informally, you will be invited to submit your complaint in writing so that it can be investigated formally.
In Writing
Please send your complaint to:
Complaints Officer
St John’s Buildings
24a–26 St John’s Street
Manchester
M3 4DJ
Alternatively, complaints may be submitted by email to:
Please provide your full name and contact details; the name of the barrister or staff member concerned, details of your complaint, copies of any relevant documents and the outcome you are seeking.
Accessible Formats
If you require assistance in making your complaint or would prefer to provide information in an alternative format, please contact us and we will discuss the most appropriate arrangements with you.
- Acknowledgement of Your Complaint
We will normally acknowledge receipt of your complaint within 72 hours.
Our acknowledgement will include details of the person responsible for investigating your complaint and information about the complaints process.
- Investigation Process
Service complaints concerning barristers are handled by the Complaints Officer (Governance, Compliance and Risk Manager).
Where the complaint concerns a member of administrative staff, it will normally be investigated by the relevant Line Manager.
Where the complaint concerns a Line Manager, it will be investigated by the Chief Executive.
Where the complaint concerns the Chief Executive, it will be investigated by the Head of Chambers.
We will normally provide a progress update within 14 calendar days of acknowledging your complaint.
We aim to provide a substantive written response within 30 calendar days of receipt of your complaint. If this is not possible, we will inform you of the reasons for the delay and provide a revised timescale.
- Outcome of the Investigation
Following investigation, Chambers may determine that:
- The complaint is upheld in full;
- The complaint is upheld in part; or
- The complaint is not upheld.
Our written response will explain:
- The scope of the investigation;
- The evidence considered;
- Findings in relation to each issue raised; and
- The reasons for our conclusions.
Where a complaint is upheld in whole or in part, appropriate remedies may include:
- An apology;
- An explanation;
- Remedial or corrective action;
- A fee reduction or refund; or
- Other reasonable redress where appropriate.
Our final response will also explain any further options available to you, including referral to the Legal Ombudsman where applicable.
- Confidentiality and Record Keeping
All complaints are treated confidentially.
Information relating to your complaint will only be shared with those who need access to it for the purpose of investigating and resolving the complaint, including the barrister or staff member concerned.
The BSB is entitled to inspect the documents and seek information about complaints received in Chambers when discharging its monitoring functions.
We maintain records of complaints and related documentation for six years. Complaint data is reviewed periodically to identify trends and improve our services.
- Legal Ombudsman
If you remain dissatisfied following our final response, and you are eligible to complain, you may refer your complaint to the Legal Ombudsman.
Eligible complainants may include:
- Individuals;
- Small businesses;
- Charities;
- Clubs, associations and organisations; and
- Trustees (asset value under £1 million), personal representatives and beneficiaries of estates of persons who, before they died, had not referred their complaint to the Legal Ombudsman.
The Legal Ombudsman will not usually consider your complaint until Chambers has completed its investigation and issued a final response, or eight weeks have passed since the complaint was made.
For the avoidance of doubt, you may contact the Legal Ombudsman directly to confirm whether your complaint falls within its jurisdiction and the applicable time limits for investigation.
Contact details:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
The Legal Ombudsman’s decision data can be found here. This shows providers which received an ombudsman’s decision in the previous 12 months.
- Alternative Dispute Resolution
If you are dissatisfied with the outcome of our investigation, alternative dispute resolution (ADR) bodies approved by the Chartered Trading Standards Institute may also be available to assist in resolving complaints about legal services. A list of approved ADR providers can be found at: https://www.tradingstandards.uk/consumer-help/adr-approved-bodies/.
Please note that any referral to an ADR provider would require the agreement of both you and the barrister concerned, and neither Chambers nor the barrister is under an obligation to agree to participate in an ADR scheme.
If you wish to use your chosen ADR provider, please contact Chambers to discuss the available options and any applicable time limits.
If mediation is used, neither you nor the barrister is required to accept the proposed resolution and participation in ADR does not prevent an eligible complainant from referring the matter to the Legal Ombudsman, provided the applicable time limits are met.
- Bar Standards Board
The Bar Standards Board regulates barristers and investigates concerns relating to professional conduct.
If your complaint concerns professional misconduct, or if you are not our client and your concerns fall outside the scope of our complaints procedure, you may contact the Bar Standards Board directly.
Bar Standards Board
289–293 High Holborn
London
WC1V 7HZ
Telephone: 020 7611 1444
Website: www.barstandardsboard.org.uk
- Complaints against Civil Mediators
Where your complaint is about one of our Civil Mediation Council registered Mediators in relation to their actions as an independent Mediator and you are dissatisfied with the outcome of your complaint following investigation, you have a right to refer the complaint to the Civil Mediation Council (CMC). More details of the CMC role and procedure can be found here:- https://civilmediation.org/for-the-public/complaints/.
