Anthony is committed to providing a first-class service to all clients. However, should you have cause to complain, Greystoke Chambers’ complaints procedure is set out below.
As Anthony is a sole practitioner, he does not have anyone else within Chambers to refer your complaint to, but he would happily discuss the matter with colleagues at another set of Chambers or the Bar Standards Board in order to get an alternative and independent point of view.
He will aim to deal with any complaints promptly, fairly, courteously and proportionately, in a manner which addresses the issues raised. Chambers will only consider a complaint if it is made no later than:
a) Six years from the act or omission complained of: or
b) Three years from the date when the complainant should reasonably have known that there was cause for complaint.
Complaints made by telephone
Anthony will make a note of the details of your complaint and what you feel should be done about it. He will discuss your concerns with you and aim to resolve them. If the matter is resolved the outcome will be recorded, having ensured beforehand that you are satisfied with the outcome. You may also wish to record the outcome of the telephone discussion in writing.
Complaints made in writing
If your complaint is not resolved on the telephone you will be invited to write to Anthony about it within the following 14 days so that it can be investigated formally.
Please provide the following details in any written complaint made:
1. Your contact details.
2. The date(s) of the events relating to the complaint made.
3. The reasons for the complaint.
4. How you consider the complaint may be resolved.
5. How you wish to be communicated with.
Anthony will aim to acknowledge receipt of your complaint within 3 working days and reply fully within 21 working days from receipt of your complaint. If it is found later that this is not possible, you will be notified within 21 working days of a new date for a response. The response will set out:
a) The nature and scope of the investigation;
b) The conclusion on each complaint and the basis for the conclusion; and
c) If that finds that you are justified in your complaint, Anthony’s proposals for resolving the complaint.
All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary. If such a complaint is made it is assumed that you are authorising those investigating the complaint to view all of the relevant papers or other correspondence relating to your complaint. As part of Anthony’s commitment to client care, he will make a written record of any complaint.
In the event you are not satisfied with the outcome of the investigation by the Chambers, there are alternative bodies available who are competent and able to deal with complaints about legal services should both you and the barrister concerned wish to use the scheme. One such body is the Small Claims Mediation, further details of which can be found here: claims-mediation.co.uk/
Complaints to the Legal Ombudsman
You may also refer your complaint to the Legal Ombudsman. Generally, the Legal Ombudsman will only consider your complaint if you have first used the Chambers complaints procedure, but the Ombudsman will consider a complaint where there has been no resolution under our complaints procedure within 8 weeks of your complaint, or may agree to deal with your complaint in the first instance as Anthony is a sole practitioner.
You should note that not all clients have the right to make a complaint to the Legal Ombudsman and those excluded from the scheme include:
· most businesses (unless they are defined as micro-enterprises)
· charities or clubs with an annual income of more than £1m
· trustees of trusts with an asset value of more than £1m.
Where a written response has been sent to you under Chambers’ own complaints procedure, you must complain to the Legal Ombudsman within 6 months of that written response.
You can contact the Legal Ombudsman using the following details:
Telephone: 0300 555 0333
PO Box 6806
Complaints to the Bar Standards Board
The Ombudsman will only deal with complaints from consumers. This means that only complaints from the barrister’s clients are within their jurisdiction. Non-clients who are not satisfied with the outcome of Chambers’ investigation should contact the Bar Standards Board.
You can write to the Bar Standards Board at:
289-293 High Holborn
Telephone: 020 7611 1444