Complaints Process

Complaints Procedure

At Southall Chambers, we are committed to providing the highest level of service. However, if you are dissatisfied with any aspect of our service or the conduct of a barrister, we encourage you to let us know so we can address your concerns promptly and fairly.

How to Make a Complaint

If you wish to make a complaint, please follow the steps below:

1. Contact Us

Complaints should be made in writing and sent via email to clerks@southallchambers.co.uk. Please provide the following information:

• Your full name and contact details.
• Details of the barrister or staff member involved.
• A description of the issue you are complaining about, including key dates and relevant documents.
• How you would like us to resolve the matter.

2. Acknowledgement

We will acknowledge receipt of your complaint within three working days of receiving it.

3. Investigation

Your complaint will be reviewed by the Head Clerk or another senior member of Chambers. We aim to provide a full written response within 28 days. If more time is required, we will inform you of the delay and provide an updated timeframe.

4. Resolution

Our written response will include:

• A summary of your complaint.
• The outcome of our investigation.
• Any actions we intend to take to resolve the issue.

What if I’m Not Satisfied?

If you are not satisfied with our response, you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman can investigate complaints about the service provided by barristers.

Clients can complain to Legal Ombudsman if they are unhappy with the final response to their complaint, or if their complaint has not been dealt with in eight weeks.

Contact Details for the Legal Ombudsman

• Website: www.legalombudsman.org.uk
• Email: enquiries@legalombudsman.org.uk
• Phone: 0300 555 0333
• Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

You must refer your complaint to the Legal Ombudsman:

• Within six months of our final written response, and
• No more than six years from the date of the act/omission or, if later, no more than three years from when you should reasonably have known there was a cause for complaint.
• Or within six months of receiving your barrister’s final response to your complaint.

Complaints About Professional Misconduct

If your complaint concerns professional misconduct, you may also contact the Bar Standards Board (BSB). The BSB handles regulatory matters and can be reached at:

• Website: www.barstandardsboard.org.uk
• Email: contactus@barstandardsboard.org.uk

The BSB’s Barristers’ Register shows (1) who has a current practising certificate, and (2) whether a barrister has any disciplinary findings https://www.barstandardsboard.org.uk/regulatory-requirements/the-barristers’-register/ 

We value your feedback and are committed to resolving any complaints in a fair and transparent manner. If you have any questions about our complaints process, please contact us at clerks@southallchambers.co.uk.