Our aim is to provide an excellent service at all times and to consistently exceed the expectations of our clients. However in the event that you do have a complaint, we would like to make it as straightforward as possible for you to contact us and we will endeavour to investigate and put things right as quickly and effectively as possible.
If you have a complaint
We would ask you to provide us with the details of your complaint in one of the following ways:
Email – Please email our Senior Clerk firstname.lastname@example.org
Telephone – Please telephone the Senior Clerk on 020 7936 1500. If the complaint is about the Senior Clerk please telephone our Joint Heads of Chambers on 020 7936 1500.
In writing – Please address your letter to:
1 King’s Bench Walk
Temple London, EC4Y 7DB
If the complaint is about the Senior Clerk please address your letter to the Head of Chambers.
Please provide the following information: your name and address, the nature of your complaint and whom the complaint is regarding. If you have any special requirements or need any assistance please let us know.
Our commitment to you:
- We will acknowledge receipt of your complaint within 24 hours irrespective
- of the method of contact.
- We will aim to reply to your complaint within 14 days. If we find that we are unable to reply within 14 days, we will set a new date for reply and inform you.
- Our reply will set out:
– The nature and scope of the investigation;
– The conclusion on each complaint and the basis for the conclusion; and
– If you are justified in your complaint, our proposals for resolving the complaint.
– Your recourse in the event that you are not satisfied with the responses that you have received
- We make a written record of any complaint. The Head of Chambers and Consultant Chief Executive review the record of complaints regularly with a view to making any necessary changes to improve the service we provide.
- It is our aim to make our complaints handling reasonable, fair and proportionate, and to be accessible and responsive to your needs.
All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is absolutely necessary. Disclosure will be to the Head of Chambers and the Chief Executive and to anyone involved in the complaint and its investigation, including the barrister or the member or staff who may be the subject of the complaint.
If you are unhappy with the outcome that you have received you may take up your complaint with the Legal Ombudsman. This option must be exercised within six years from the date of the act or omission about which you have complained or within three years from when you should reasonably have known you had grounds for complaint or within six months of receiving a final reply to your complaint from chambers, except in exceptional circumstances. Full details of how to proceed can be found on the www.legalombudsman.org.uk website.
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
T: 0300 555 0333