Complaints Policy

Complaints Policy

All of the barristers at 7BR aim to provide the highest level of service to all of their clients, and feedback we receive suggests that our barristers are successful in achieving this aim.

While we hope that the service provided by our Barristers is always exemplary, we nevertheless welcome all complaints that we receive. It is not necessary to involve solicitors in order to make a complaint about our Barristers or Staff Members, but you are free to do so should you wish.

Please note that the Legal Ombudsman, the independent complaints body for service complaints about lawyers, has a time limit for investigating complaints. This time limit is up to six years from the date of the problem happening or within three years of when you found out about the problem. Chambers must therefore have regard to this timeframe when deciding whether they are able to investigate your complaint. Chambers will not deal with complaints that fall outside of the time limit.

Complaints Made By Telephone


You may wish to make a complaint in writing and, if so, please follow the procedure below. If you would rather speak on the telephone about your complaint then please telephone our Complaints Officer, Harry Charlton, Chambers’ Chief Executive, on 020 7400 7345. He will make a note of the details of your complaint and what you would like done about it. He will discuss your concerns with you and aim to resolve them. If the matter is resolved, he will record the outcome, check that you are satisfied with the outcome and record that you are satisfied. You may also wish to record the outcome of the telephone discussion in writing. We will also send you a letter to confirm the outcome.

If your complaint is not resolved on the telephone you will be invited to write to us about it within the next 14 days so that it can be investigated formally.

Complaints Made In Writing


If you decide to put your complaint in writing please include following details:

  • Your name and address;
  • Which member(s) of Chambers you are complaining about;
  • The detail of the complaint; and
  • What you would like done about it.

Please address your letter to the Complaints Officer, 7BR, London, WC1R 4BS. He will, where possible, acknowledge receipt of your complaint within seven days and provide you with details of how your complaint will be dealt with.

The Complaints Officer will investigate your complaint and reply to you within 42 days. This is well within the eight week time frame allowed by the Legal Ombudsman. If he finds later that he is not going to be able to reply within 42 days, he will set a new date for his reply and explain why he cannot reply within 42 days; this may be because he requires more information from you, the Barrister or other parties involved in your case.

Once he has completed his investigation the Complaints Officer will reply setting out:

  • The nature and scope of his investigation;
  • His conclusion on each complaint and the basis for his conclusion; and
  • If he finds that you are justified in your complaint, his proposals for resolving the complaint.

There may be occasions when the Complaints Officer, in conjunction with the Head of Chambers, decides that your complaint should be investigated by a Panel or another Barrister. If such a decision is made then the Head of the Panel or the nominated Barrister will reply to you with the information listed above.

Confidentiality


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, the Complaints Officer, members of our Management Committee and Operations Committee, any other individual with whom enquiries need to be made for the purpose of the investigation, and any other person whom the Complaints Officer or Head of the Panel consider it necessary to inform. This will include the Barrister or Staff Member who you have complained about and the person or persons who investigate the complaint if the Complaints Officer does not do so. The Bar Standards Board is entitled to inspect the documents and seek information about the complaint when discharging its auditing and monitoring functions.

Our Policy


As part of our commitment to client care we make a written record of any complaint and retain all documents and correspondence generated by the complaint for a period of six years. Our Management Committee inspects the record regularly and will, if appropriate, make changes to our procedures with a view to improving services.

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. The Legal Ombudsman is not able to consider your complaint until it has first been investigated by Chambers. You can write to the Legal Ombudsman at:

Legal Ombudsman
PO Box 6806
Wolverhamton
WV1 9WJ

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

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