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Reporting
We take very seriously all expressions of dissatisfaction from our clients. If you are unhappy with any aspect of the service provided by our clerks or barristers please contact the Senior Clerk, Russell Burton, either by phone or in writing. Complaints regarding the Senior Clerk should be made to the Head of Chambers, Mrs Gay Martin.
Handling
Informal verbal complaints may be resolved directly by the Senior Clerk in consultation with yourselves, possibly after discussion with other persons involved. If considered appropriate, or if requested by you, a written confirmation of action agreed will be sent.
Written complaints will be acknowledged within 3 working days of receipt whereby you will be advised of the name of the person investigating the matter.
A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon. In any case, we will always endeavour to provide a full response within 21 days. If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalised.
Unresolved Issues
If, in the unusual event that we are unable to resolve the matter to your satisfaction, you are able to take the matter up with the General Council of the Bar which will then appoint an independent conciliator in the matter.
In publicly funded cases, clients also have the option of referring a complaint directly to the Legal Services Commission.
Management
All complaints (written or verbal) are recorded and logged in a summary to enable us to detect recurring problems and trends. We will implement improvement measures to prevent adverse trends and correct recurring problems. In this manner, we aim to constantly improve the service we provide.
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