Complaints Procedure
It is our aim to provide the highest quality legal service to clients and instructing professionals and we trust that you will be satisfied with all aspects of the service you receive from us. You have a right to complain, should you feel dissatisfied in any way.
Should a concern or problem arise, it is in the best interest of all involved to resolve such matters at the earliest possible opportunity. As such, if something goes wrong or at any point you become unhappy or concerned about the service, then, in the first instance, you should contact the barrister you have been dealing with to discuss this; that barrister then can do her or his best to resolve the problem. This helps the standards and service delivery to all clients of chambers to be continually improved.
The contact details for all members of chambers can be found on the member pages on the Addington website here.
If this is not possible, or if no informal resolution is reached, the procedure for making a complaint is set out below.
Complaints made by telephone
You may prefer to raise a complaint in writing; if so, please follow the procedure for doing so set out below.
If you would prefer to discuss your complaint on the telephone, then please telephone the Head of Chambers, Hartley Foster (020 8078 9944) and inform him that you wish to raise a complaint concerning a member of chambers. Mr. Foster will make a note of the details of your complaint and how you would like it to be addressed. He will discuss your concerns with you, with the aim of resolving them. If the matter is resolved, he will record that outcome in writing and send you an email confirming that you are satisfied. You may wish to record the outcome of the telephone discussion in writing.
If, on the telephone call, your complaint is not resolved and you indicate that you wish it to be investigated formally, then Mr. Foster will invite you to confirm this by sending him an email within 14 days, setting out the full details of the complaint, and requesting that it be investigated formally.
Complaints made in writing
Please ensure that the following details are included in any written complaint:
(a) your name and contact details;
(b) which member(s) of chambers you are complaining about;
(c) the nature and detail of the complaint; and
(d) what you would like done about it.
Please send this information to the Head of Chambers, Mr. Foster, via email: hfoster@addingtonchambers.co.uk.
A panel that is headed by Mr. Foster and which includes experienced members of chambers will considers any written complaint. The head of the panel, or his deputy in his absence, will appoint a member of the panel (which, for the avoidance of doubt, may include the head of the panel or his deputy) to investigate the complaint within 14 days of your written complaint having been received. The person who you are complaining about may not investigate the complaint, but will be invited to comment on the complaint. If your complaint is against the head of the panel, then it will be investigated by the next most senior member of the panel.
The member of chambers who has been appointed to investigate your complaint will inform you in writing to let you know that he or she has been appointed, as soon as possible after having been appointed. That person will use his or her best endeavours to investigate, and reply in respect of, your complaint within 14 days. If he or she concludes that that will not be possible within 14 days, then you will be informed of the revised date for the reply.
Set out in the reply will be the following information:
(a) the nature and scope of the investigation that has been undertaken;
(b) a reasoned conclusion in respect of each element of the complaint; and
(c) if and to the extent it is concluded that the complaint is, in whole or part, justified, a proposal for resolving the complaint.
Review process
If you are still unsatisfied after having considered the reply, you may request that a review of the decision be undertaken. A request for a review should be sent by email to the Head of Chambers, Mr. Foster, via email: hfoster@addingtonchambers.co.uk.
Please ensure that the following details are included in any request for a review:
(a) your name and contact details;
(b) the details of why you are not satisfied by the review; and
(c) what you would like done about it.
A review will conducted either by another independent member of chambers or an independent barrister or solicitor. Our aim is that the review will be completed within 14 days of receipt of the request for a review. We will then write to you with confirmation of the final position on your complaint, along with the reasons. You will also be provided with the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint (see below).
Confidentiality
All conversations and any documents that relate to the complaint will be treated as confidential; they will be disclosed only to the extent that is necessary and may only be disclosed to the Head of Chambers or to anyone else who is involved in the complaint or its investigation. Such people will include the barrister who is the subject of the complaint, the person who is appointed to investigate the complaint and, if appointed, the person who conducts a review of the complaint.
The Legal Ombudsman
If you are still not happy with the result and consider that the complaint has not been resolved to a satisfactory standard, then you may have the complaint independently reviewed by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint first. If so, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint; and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, its contact details are:
Website: www.legalombudsman.org.uk
Telephone number: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Frequently Asked Questions concerning the Legal Ombudsman can be found here:
https://www.legalombudsman.org.uk/information-centre/faqs/
Regulatory matters
The Legal Ombudsman will look at complaints that relate to the quality of the service that has been provided. If you consider that there have been any breaches of the rules that govern the conduct of barristers, then you can ask the Bar Standards Board to investigate.
You can find out more information, including how to report your concerns here: https://www.barstandardsboard.org.uk/for-the-public/reporting-concerns.html#Reporting%20a%20concenn
Alternative dispute resolution
ADR bodies, such as Promediate (https://www.promediate.co.uk/), may be used to deal with complaints about legal services, should both parties agree to use such a body.