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North East Barristers Chambers - Complaints Handling Policy

We are committed to providing a high-quality legal service to all our clients. 

We comply with the Bar Standards Board First Tier Complaints Handling Guidance   

When something goes wrong, we need you to tell us about it . This will help us to improve our standards.

Complaints Procedure

We make every effort to provide clients with an excellent service. In the event of a complaint arising we have a complaints procedure for the handling of grievances. 

All clients, both professional and lay clients, have the right to make a complaint. All complaints received will usually be determined within an 8-week period from receipt.

The objectives of our complaints procedure are
(1) to take remedial action to address the complaint where the problem is not beyond correction;
(2) to look at the root cause of the problem and to take action to prevent a recurrence, and
(3) to address how best to find a remedy that meets the complaint.

This complaints procedure is not designed to deal with complaints which, if proven, would amount to serious professional misconduct by a barrister. The Bar Standards Board (BSB) investigate complaints where a barrister may have broken the rules or acted in a way that might damage the public’s ability to trust barristers or other people that they regulate. 

If your complaint against a barrister clearly alleges serious professional misconduct, then you are entitled to refer your complaint to the BSB. Contact details for the BSB can be found below.

In the same way, this complaints procedure is not designed to deal with complaints that allege professional negligence by you may be entitled to sue for financial loss or damage. If your complaint is of this nature you should seek your own legal advice on the remedies available to you.

The BSB Handbook can be viewed on the BSB website
https://www.barstandardsboard.org.uk/

Making a Complaint

You can make a complaint by telephone or in writing.

Telephone

If you choose this method of telling us about your complaint, a record will be made of the details of your complaint along with a note of what you would like done to resolve matters. Your concerns will be discussed with you with the aim of resolving the complaint. If the complaint is settled, a record will be made of the outcome.

If your complaint is not resolved on the telephone you may be invited to write to chambers within the following 14 days, so it can be investigated formally and you may be asked to complete a complaints form to help us understand the details of your complaint and how you would like the complaint resolved.

Writing

In making a complaint in writing, please include the following details:

• your name and address;
• the detail of the complaint;
• what you would like done to resolve the complaint.

As the aim of our complaint’s procedure is to find an appropriate remedy for the complaint, we will give you an opportunity to say what you would like done to resolve the complaint. 

Where you are unable to specify a remedy, we will consider whether the complaint is remediable within our procedure. If so, we will follow the procedure set out below; if not, we will inform you of that with the reason.

Please address your letter or email to Dr John Brown. We will, where possible, acknowledge receipt of your complaint within 48 hours of the date of receipt and will provide you with details of how your complaint will be handled. 

You may be asked to complete a complaints form to help us understand the details of your complaint and how you would like the complaint resolved.

Our consideration of your complaint

(1) Within 21 days of your written communication being received you should receive an initial reply. It may be possible for the barrister to reach a conclusion within the initial 21 days. However, if not, we will aim to conclude the process in every case at least within 8 weeks.

(2) It may be possible for your complaint to be resolved by agreement between yourself and the barrister concerned. This may not be possible or acceptable in every case. Once we have fully considered the complaint you will receive a letter setting out the conclusion. 

This will set out:

• the nature and scope of the consideration;
• the conclusion on the complaint and the basis for the conclusion, and
• where appropriate, the proposals for resolving it in accordance with our objectives as set out above.

(3) In respect of a complaint made against a member of staff. John Brown will investigate the complaint with adherence to Chambers’ staff disciplinary procedures.

Confidentiality

All conversations and documents relating to a complaint will be treated as confidential. 

If the complaint is made the Bar Mutual Indemnity Fund (professional indemnity insurers) will also be informed and will be provided with the documentation.

In addition, the Bar Standards Board is entitled to inspect complaints records and documentation when discharging its periodical auditing and monitoring functions.

Our Policy

As part of our commitment to client care we make a written record of any complaint and retain all documents and correspondence generated by the complaint for a period of six years from the date of closure. 

Complaints to the Bar Standards Board (BSB)

If you consider that your complaint would best be dealt with by the BSB as set out above, you may refer your complaint directly to them.

Call the BSB switchboard on 020 7611 1444 and ask to speak to the Centralised Assessment Team or email contactus@barstandardsboard.org.uk

If you are still not satisfied, you can then contact the Legal Ombudsman.  The time limit for referring a complaint to the Legal Ombudsman will be not later than one year from the date:

• of the act or omission being complained about; or
• when the complainant should have realised that there was cause for complaint.

For further information, you should contact  

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH  

or on 0300 555 0333 or at enquiries@legalombudsman.org.uk