Making a Complaint

Chambers takes any complaint about service or professional competence extremely seriously, recognising the need for a formal client care and complaints procedure in order to promote the highest quality client relationships.

It is the duty of every member of Chambers and every Chambers employee to inform the Chief Executive of any complaint made about them.

It is hoped that your complaint will be resolved amicably by you dealing informally with the person who you are complaining about. This leaflet sets out what to do if your complaint has not been satisfactorily dealt with in this way.

How to Make a Complaint

We encourage you to make your complaint to Hardwicke Building first and to take it to an outside body, such as the Bar Council, only if you are dissatisfied with how we have handled it.

Please make your complaint to the Chief Executive, who will be responsible, at least initially, for handling your complaint. The Chief Executives contact details and those of the Head of Chambers are set out at the end of this leaflet.

If your complaint concerns the Chief Executive herself then it will be handled by the Head of Chambers or by a member of Chambers Management Committee. That person will handle the complaint as the Chief Executive would, were the complaint about someone other than her.

Once she has received your formal complaint, the Chief Executive will, if so requested, explain to you how it will be handled.

We recognise that it is of paramount importance that all complaints are dealt with promptly, courteously and in a manner which addresses the issues raised in accordance with these procedures.

Confidentiality will be maintained at all times.

This complaints procedure will not be suitable for every complaint. For example, it is possible that a complaint which consists of a claim against a barrister for money will have to be handled exclusively by the barristers professional indemnity insurers. If it is inappropriate for your complaint to continue under Chambers complaints procedure, we shall write to you letting you know this and explaining our reasons.

Chambers recognises that a complainant who has approached Chambers may also refer a matter to the Bar Council. For details of how to complain to the Bar Council or any other outside body, please contact that body direct.

The Complaints Process

The Chief Executive will maintain a record of every formal complaint detailing:

• the name and address of the complainant (be it an individual or a firm);
• the nature of the complaint;
• the barrister or member of staff concerned;
• the steps taken to resolve the complaint.

Where it is appropriate to do so (particularly where it involves a Member) the matter will be notified to the Head of Chambers and / or a designated Complaints Officer.

The Chief Executive will notify the complainant as soon as possible and in any event within 14 days of receiving the complaint that the complaint is under investigation. She will set a date by which the complainant will be contacted again.

The Chief Executive or designated Complaints Officer will carry out the necessary investigations and give everyone involved the opportunity to comment on the complaint and provide all relevant information. If appropriate, the investigations may be carried out by other Members of Chambers appointed by the Head of Chambers.

If a Member of Chambers is appointed to investigate the complaint, the Chief Executive will pass all documents in her possession to that person.

The Chief Executive or Members of Chambers carrying out the investigation will:

• inform the complainant that the complaint has been investigated and found not to be justified, explaining why; or
• inform the complainant that the complaint has been investigated and found to be justified and either explain what remedial action is proposed, including any form of compensation, or refer the matter to the Head of Chambers for resolution. It should also be explained to the complainant his or her right to bring the matter to the attention of the Bar Councils Complaints Commissioner.

Any complaint which appears to us to involve a claim for money against a barrister will be brought to the attention of the barristers professional indemnity insurers as soon as possible.

We aim to deal with any complaint within 28 days of receipt. If we are unable to meet this time scale, we will let you know.

Complaints are reported quarterly to the Management Committee with a recommendation, where appropriate, for changes to policies and procedures. The Management Committee will decide and implement any necessary changes in policies or procedures or take other appropriate steps to reduce the possibility of a similar complaint arising again.

Records of complaints will be retained for a period of at least 1 year.