Any complaints and grievances are to be reported to the Complaint’s Clerk.
It is the policy at 12 Old Square Chambers, to make a written record of any complaint as part of our commitment to customer client care. Our management committee inspects the written records regularly, with a view to improving services and ensuring that our clients receive the very best representation.
How to make a complaint
Complaints can be made in writing or by telephone.
Complaints made by telephone
We require the following information:
- Who the complaint is about;
- Details of the complaint; and
- The desired outcome of the complaint.
If the complaint can be resolved on the telephone, then a record will be taken about the outcome and that the complainant is satisfied.
If the complaint is of a serious nature, then the Complaint’s clerk will suggest the complaint be made in writing. We require the letter of complaint to reach us within 14 days so it can be investigated formally.
When making a ccomplaint we require the following details:
- Complainant’s name and address;
- Which member the complaint is about; and
- The action the complainant is seeking.
Once this formal complaint is received, the Complaint’s clerk will send a letter confirming receipt of the complaint.
12 Old Square Chambers has a panel led by its Head of Chambers Ms Charlotte Boaitey and comprises of experienced senior members of chambers and also a senior staff member. This panel considers any written complaint and within 14 days of your letter being received the head of the panel or his or her deputy, in their absence, will appoint a member of the panel to investigate the complaint. If the complaint is against the head of the panel, it will be investigated by the next most senior member of the panel.
The person appointed to investigate the complaint will write to the the complainant as soon as possible to inform them that they have been appointed and will reply to the complaint within 14 days. If she or he finds that they are unable to respond within 14 days, a new date will be set for their reply and the complainant will be informed.
The reply will set out:
- The nature and scope of their investigation;
- Their conclusion on each complaint and the basis of their conclusion; and
- If the complaint is found to be justified, the 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. Disclosure will be to the Head of Chambers, members of our management committee and to anyone involved in the complaint and its investigation. Such people will include the barrister member, or staff who you have complained about, the head of or relevant senior member of the panel and the person who investigates the complaint.
Complaints to the Bar Standards Board (professional body governing the conduct of barristers)
Should you be unsatisfied with the outcome of our complaint’s procedure or would rather not use it, you have the option of taking your complaint to the Bar Standards Board and have 12 month in which to do this. Their contact details are:-
Professional Conduct Committee
The Bar Standards Board
289-293 High Holborn
London WC1V 7HZ
Tel: 020 7611 1444
Complaints to the Legal Ombudsman
If you are unhappy with the outcome of our investigation, you may take up your complaint with the Legal Ombudsman, the independent complaints body for complaints about lawyers. Please see their website for more information.
Complaints to the SRA
Alternatively please see link on SRA website regarding complaints.