COMPLAINTS POLICY

We aim to provide a quality service at all times. We recognise however that occasionally mistakes will happen and, when they do, they can cause inconvenience and upset. 

This policy applies to clients and non clients.  

Complaints are taken very seriously and will be dealt with in accordance with Chambers Complaints Procedure, which is set out below.

We encourage you to let us know of any complaint by telephone at the earliest possible opportunity. In line with our friendly and open approach, in the first instance we would always encourage you to discuss with us any day-to-day concerns about the services we deliver.

We would very much hope that the matter can be resolved at this point and that you will be satisfied with the outcome.  

However, if you feel that the concern or matter you have raised has not been dealt with to your satisfaction, then you may wish to make a formal complaint. We set out below how to use our formal complaints procedure.

Complaints made by Telephone

If your complaint is not resolved on the telephone you will be invited to write to us about it within the next 28 days so it can be investigated formally.

Complaints made in Writing

Please give the following details: your name and address, which member(s) of chambers you are complaining about; the detail of the complaint; and what you would like done about it.  Please address your letter to Complaints, North East Barristers Chambers, Hadrian House, 84 Front Street, Chester Let Street, DH3 3BB.

Within 14 days of your letter being received the complaint will be investigated, the person appointed will be someone other than the person you are complaining about.

The person appointed to investigate will write to you as soon as possible to let you know s/he has been appointed and that s/he will reply to your complaint within 14 days.  If s/he finds later that s/he is not going to be able to reply within 14 days s/he will set a new date for her/his reply and inform you.  Her/his reply will set out:

• The nature and scope of her/his investigation;
• Her/his conclusion on each complaint and the basis for her/his conclusion; and
• If s/he finds that you are justified in your complaint, her/his proposals for resolving the complaint.

Confidentiality

All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary.  Disclosure will be to the Head of Chambers, and to anyone involved in the complaint and its investigation. Such people will include the barrister or member or staff who you have complained about, the head or relevant senior member of the Chambers and the person who investigates the complaint.

Our Policy

As part of our commitment to client care we make a written record of any complaint.  We inspect the record regularly with a view to improving services.

Complaints to the Legal Ombudsman (professional body overseeing barristers).

We hope that you will use our procedure.  However, if you would rather not do so or are unhappy with the outcome, you have the choice of taking up your complaint with the Legal Ombudsman. 

You can write to:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH 

Telephone: 0300 555 0333 

If you are not happy with our reply then you can contact the Legal Ombudsman. The Legal Ombudsman is a free, impartial and independent service set up by the Government which deals with complaints about the service you have received. You must complain to the Ombudsman within 6 months of receiving a final response to your complaint.

A complaint to the Ombudsman must also be made not more than 1 year after the act or omission complained about happening OR if the problem occurred more than 1 year ago the complaint needs to be bought to the Ombudsman within 1 year of becoming aware of the problem.

The Ombudsman will only deal with complaints from consumers. This means that only complaints from a barristers client are within their jurisdiction. Non-clients who are not satisfied with the outcome of the investigation should contract the Bar Standards Board rather than the Legal Ombudsman. 

It should be noted that it may not always be possible to investigate a complaint brought by a non-client. This is because my ability to satisfactorily investigate and resolve such matters is limited and complaints of this nature are often better suited to the disciplinary process maintained by the Bar Standards Board. Therefore I will make an initial assessment of the complaint and if I feel that the issues raised cannot be satisfactorily resolved through my complaints process I will refer you to the Bar Standards Board.

I will maintain confidentiality at all times and discuss your complaint only to the extent that it is necessary for its resolution and to comply with requests for information from the Bar Standards Board discharging its responsibilities. 

If you are not my client and are unhappy with the outcome of our investigation please contact the Bar Standards Board. 

Bar Standards Board
289-293 High Holborn
London
WC1V 7HZ

020 7611 1444

For Legal Ombudsman Decision Data please see https://www.legalombudsman.org.uk/raising-standards/data-and-decisions/

You can check barristers’ records here https://www.barstandardsboard.org.uk/for-the-public/search-a-barristers-record.html