Client Complaint Procedure

Although seldom used we have procedures in place for dealing with complaints.
Any complaints should be made in writing to the Senior Clerk, or the individual barrister.

All complaints will be acknowledged in writing, within 48 hours of receipt.

The client will also be advised when a full reply will follow, which should usually be within 21 days.

If received by a barrister, it will be handled by him/her in the first instance. If it is unable to be satisfactorily resolved, then the matter must be advised to the Senior Clerk/Head of Chambers.

If received by the Senior Clerk, she will make enquiries of the barrister concerned, speak to the professional client and endeavour to resolve matters.

If this is insufficient, the matter will be referred to the Head of Chambers, who will then investigate and liaise with the professional client as appropriate.

In resolving each complaint, the matter is reviewed to assess the need for :

Appropriate redress: as a compensatory/goodwill measure for the client
Remedial Action: where the problem is not beyond correcting
Improvement Action: to look at the root cause of the problem and implement changes to prevent the problem from recurring.

The existence of this procedure does not prohibit Chambers from turning aside unjustified complaints.

If a complainant, having had the matter reviewed by the Head of Chambers, is still unsatisfied, they will be advised of their right to approach the Bar Council’s Complaints Commissioner.

The complaints file will be reviewed annually by the Senior Clerk, who will report the number and type of complaints to the Management Committee, together with confirmation that any changes of procedures identified as being necessary have been introduced.