Complaints Procedure for Clarendon Chambers
It is our intention to provide our clients with a first class service, from the outset of your case through to its conclusion. However, should you have a complaint regarding the handling of your case we would ask that you contact us as soon as possible.
This document will outline the policy and procedures that are followed by our Chambers with regard to the handling of any complaints received. These policies and procedures are in accordance with the Bar Council Practice Management Guidelines and the Code of Conduct of the Bar.
Complaints may be made against an individual member of Chambers or against members of staff. It is important that the interests of the client are protected, and accordingly our procedures will ensure that a complaint is treated in a fair, positive and constructive manner. It is also understood that a complaint does not necessarily mean that there has been a fault, and that the complaint may be unfounded.
Any complaint made over six months after the event being complained of will be instantly dismissed, unless the complaint is of such a serious nature that further investigation is justified, or there are exceptional circumstances to justify the implementation of the complaints procedure.
Methods of Complaining
Complaints made by Telephone
You may wish to speak to someone at Chambers to make a complaint. If so, you should initially contact the Senior Clerk to Chambers, Mr Russell Burton. However, if the complaint concerns the Senior Clerk, then you should contact the Head of Chambers, Mr Ben Beaumont.
Whoever you contact will make a full note of the details of your complaint, and what you expect to be done about it. Your concerns will be discussed in an informal manner, in an attempt to resolve the problem at this point in time.
If this is possible, the resolution will be recorded, as will a record of your satisfaction with the outcome. You will then be sent a formal notice outlining the points of discussion and the satisfactory conclusion. If a satisfactory outcome cannot be reached at this stage, you will be requested to make a formal complaint, in writing, within 14 days.
Complaints made in Writing
Your letter of complaint should be addressed to The Senior Clerk, Clarendon Chambers, 1 Plowden Buildings, London, EC4Y 9BU
Your letter should contain the following details: your name and address; which member(s) of Chambers you wish to complain about; which member(s) of Staff you wish to complain about; the precise details of your complaint; what you expect Chambers to do regarding your complaint.
Upon receipt your complaint will be recorded and given a unique reference number. On the same day an acknowledgement of receipt will be sent to you, showing this reference number, which should be used on all future correspondence.
An internal investigation into your complaint will then be conducted, and the result of this investigation will be forwarded to you. This process will take no longer than 28 days from the acknowledgement of receipt of your complaint, and will be in writing.
Complaints against barristers may relate to (a) the service provided, (b) the legal competence of counsel, or (c) professional misconduct.
• Complaints relating to the service provided will usually be investigated by the Senior Clerk
• Complaints relating to legal competence of counsel will be referred to the Head of Chambers
• Complaints relating to professional misconduct can be made to the Bar Council, and the complainant will be informed of this right in the letter of acknowledgment of receipt of the complaint. Should this course of action be pursued, the Chambers Complaints Procedure will be suspended pending the outcome of the Bar Council investigatio
• Complaints against the Senior Clerk will be investigated by the Head of Chambers
• Complaints against the Head of Chambers will be investigated by the Deputy Head of Chambers
Whoever is assigned to deal with your complaint will send you a written response within 28 days of receipt of your complaint. This response will set out
• The nature and scope of the investigation
• The conclusion reached on each complaint, and the basis upon which this conclusion has been made
• If the grounds of the complaint are upheld, proposals to resolve the complaint will be suggested
Confidentiality
All correspondence, written and verbal, relating to a complaint will be treated as confidential, and will only be disclosed to those deemed necessary for the satisfactory conclusion of the complaint. Disclosure will be made to the Head of Chambers, the Senior Clerk, members of the Management Committee, and any other person considered necessary to the investigation of the complaint. Disclosure will also be made to the person being complained about, either barrister or member of staff. Should your complaint involve an allegation of any form of discrimination, the Chambers Equal Opportunities Officer will be notified of the terms of the complaint.
Chambers will retain a full record of all complaints made against members of chambers, or members of staff, with details of the investigative procedure undertaken, and the conclusions reached. These records will be kept in a secure location so as to ensure continued confidentiality.
Complaints to the Bar Standards Board
We hope that our procedure will enable a satisfactory conclusion to be reached in the event of a complaint against a member of Chambers, or a member of staff. However, if you are not satisfied with the outcome of our investigation you may take up your complaint with the Bar Standards Board. You can contact them at:
Conduct Committee
The Bar Standards Board
289-293 High Holborn
London, WC1V 7HZ
Tel: 020 7611 1444
E-Mail: Click Here to Send Email
Website: www.BarCouncil.org.uk