Complaints
T:01392 255 777 F: 01392 412 021 E:clerks@southernhaychambers.co.uk
1. Our aim is to give you a good service at all times. However, if you have a complaint you are invited to let us know as soon as possible. (If you are the lay client, it is not necessary to involve solicitors in order to make your complaint but you are free to do so should you wish).
2. Please note that Chambers will only consider complaints that are raised within six months of the act or omission complained of.
Complaints made by telephone
3. You may wish to make a complaint in writing and, if so, please follow the procedure in paragraphs 4 & 5 below. However, if you would rather speak on the telephone about your complaint then please contact the individual nominated to deal with complaints:
Initially all telephone complaints should be made to the Senior Clerk. If the complaint concerns a barrister, the Senior Clerk will pass the information to the heads of the Complaints Panel/Head of Chambers –
Christopher Naish or any other member of the panel who is immediately
available. If the complaint concerns a member of staff, the Senior Clerk will deal with it. If the complaint concerns the Senior Clerk, then you should telephone either of the heads of the Complaints Panel/Head of Chambers as above.
The person you contact will make a note of the details of your complaint and what you would like done about it. He/she will discuss your concerns with you and aim to resolve them. If the matter is resolved he/she will record the outcome, check that you are satisfied and record that you are satisfied. You may also wish to record the outcome of the telephone discussion in writing.
4. 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
5. Please give the following details:
- Your name and address;
- Which member(s) of Chambers you are complaining about;
- The details of the complaint; and
- What you would like done about it.
Please address your letter to the Senior Clerk. We will, where possible, acknowledge receipt of your complaint within 2 working days and provide you with details of how your complaint will proceed. If your complaint concerns the Senior Clerk then your letter should be addressed to either member of the Complaints Panel/Head of Chambers as above.
6. Our Chambers’ panel is headed by Christopher Naish.
Two other experienced members of Chambers and the Senior Clerk also sit on the panel. Any written complaint is considered by them. Within 14 days of your letter being received either head of the panel will appoint a member of the panel to investigate it. In any case, the person appointed will be someone other than the person you are complaining about.
7. The person appointed to investigate will write to you as soon as possible to let you know he/she has been appointed and that they will reply to your complaint within 14 days. If he/she finds later that they are not going to be able to reply within 14 days, a new date for reply will be set and you will be informed. The reply will set out:
i) The nature and scope of the investigation;
ii) His/her conclusion on each complaint and the basis for that conclusion; and
iii)If it is found that you are justified in your complaint, proposals for resolving the complaint.
Confidentiality
8. 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 Complaints Panel, Joint Heads of Chambers and to anyone involved in the complaint and its investigation. Such people will include the barrister or staff complained about, the head(s) of the panel and the senior member of the panel who investigates the complaint. The Legal Ombudsman’s office is entitled to inspect the documents and seek information about the complaint when discharging its auditing and monitoring functions.
Our Policy
9. 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 Complaints Panel inspects the record regularly with a view to improving services.
Complaints to the Legal Ombudsman
10. We hope that you will use our procedure. However, if you would rather not do so or are unhappy with the outcome you may take up your complaint with the Legal Ombudsman at any time. Please note that the Legal Ombudsman has two relevant time limits – any complaint should be taken to the Ombudsman no later than 12 months after the date it was first raised and – within 6 months after you receive a final response from us.
You can contact the Legal Ombudsman at:
Legal Ombudsman
PO Box 15870
Birmingham
B30 9EB
Tel: 0300 555 0333
enquiries@legalombudsman.org.uk