It is hoped that you will be happy with the work that I do for you but where you are unhappy for any reason I recognise that you may wish to make a complaint.
Where the instruction to which the complaint concerned was through The Barrister Group (formerly Clerksroom) then the initial complaint can be made to me directly and I will forward it to The Barrister Group or you can complain directly to The Barrister Group and it will be handled in accordance with their complaints policy.
Where the complaint is in relation to a direct access instruction or my instruction as a sole-practitioner then the complaint should in the first instance be made to me directly.
The complaint, where possible, should be sent by email and should set out:
- your name and contact details;
- details of the complaint;
- what you are seeking by way of resolution.
I will deal with the complaint in the following way:
- Complaints will be acknowledged within 3 working days;
- Within 14 days of receipt a response in writing will be provided either dealing with the claim in full or identifying and requesting additional information if necessary.
- I may propose a telephone discussion, video-conference or a meeting in person to discuss the complaint.
- If I have requested additional information then upon receipt of that information the complaint will be fully investigated and a written response issued within 14 days of receipt of the additional information.
- The written response will set out details for referral to the Legal Ombudsman if the complaint has not been satisfactorily resolved.