1. Our Commitment to You

We are committed to providing a high standard of service at all times. If you are dissatisfied with any aspect of the service you have received, we encourage you to let us know as soon as possible.

Please note that we can only consider complaints relating to the standard of service provided by Chambers or its members. It is not necessary to instruct solicitors to make a complaint, although you may do so if you wish.

2. Time Limits for Complaints

The Legal Ombudsman is an independent body established to consider complaints about the service provided by legal professionals, including barristers.

From 1 April 2023, a complaint to the Legal Ombudsman must ordinarily be made:

• Within one year from the date of the act or omission complained of; or

• Within one year from the date when the complainant should reasonably have known there were grounds for complaint, whichever is later.

Complaints must also be referred to the Legal Ombudsman within six months of our final written response. The Legal Ombudsman has discretion to extend these time limits in appropriate circumstances.

To assist effective investigation, we request that complaints are made within 12 months of the matter giving rise to the complaint. This reflects the fact that barristers do not routinely retain papers after a case concludes, as these are usually returned to the instructing solicitor.

Where a complaint is made outside this 12-month period, an explanation for the delay may be requested. Chambers reserves the right to decline to investigate complaints that are significantly out of time where no reasonable explanation is provided.

3. Who Can Make a Complaint

The Legal Ombudsman generally only deals with complaints from consumers (i.e. the barrister’s client).

If you are not a client and are dissatisfied with the outcome of our investigation, you should contact the Bar Standards Board rather than the Legal Ombudsman.

4. Complaints by Non-Clients

It may not always be possible to investigate complaints made by non-clients. In such cases, our ability to fully investigate or resolve the issues raised may be limited.

Where appropriate, matters may be referred to the Bar Standards Board, whose disciplinary processes may be more suitable.

Complaints in Writing, by Email, Letter or Telephone

5. How to Make a Complaint

We would prefer complaints to be submitted by email, as this allows for efficient handling and record-keeping. However, we also accept complaints by letter or telephone.

Please include the following information:

• Your name and address;

• The name(s) of the member(s) of Chambers you are complaining about;

• Full details of your complaint; and

• The outcome you are seeking.

Email (preferred method):
Please send your complaint to our Director of Clerking, Martin Leech:

[email protected]

Postal address:
Martin Leech
Cobden House Chambers
19 Quay Street
Manchester
M3 3HN

Telephone:
0161 833 6000

We will acknowledge receipt of your complaint, where possible, within two working days, and provide details of how it will be handled.

6. Formal Investigation Process

Your complaint will be considered by a panel headed by Angela Georgiou and comprising experienced members of Chambers and a senior member of staff.

Within 14 days of receipt, the Head of the Panel (or deputy) will appoint an appropriate panel member to investigate your complaint. The investigator will not be the person complained about.

If the complaint concerns the Head of the Panel, the next most senior member will undertake the investigation.

7. Response to Your Complaint

The appointed investigator will write to you confirming their appointment and will aim to respond within 14 days.

If further time is required, you will be notified and given a revised timescale.

The written response will set out:

• The scope of the investigation;

• Findings on each issue raised; and

• Where appropriate, proposals for resolution.

Confidentiality

8. Confidentiality of Complaints

All communications and documents relating to a complaint will be treated as confidential and disclosed only where necessary for investigation and resolution.

Disclosure may be made to:

• The Head of Chambers;

• Members of the management committee;

• Relevant staff or barristers involved; and

• The Bar Standards Board, where required for regulatory purposes.

Our Policy

9. Record Keeping and Review

We retain a written record of all complaints and related documentation for six years.

An anonymised summary of complaints is reviewed periodically by our management committee to help improve our services.

Complaints to the Legal Ombudsman

10. Referral to the Legal Ombudsman

If you are dissatisfied with our final response and your complaint falls within its jurisdiction, you may refer it to the Legal Ombudsman.

Complaints must normally be made within:

• Six months of our final written response; and

• The time limits set out in Section 2 above.

The Legal Ombudsman will usually expect that the complaint has first been considered under Chambers’ internal procedure.

Contact details:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333
Email: [email protected]
Website: www.legalombudsman.org.uk

11. Complaints by Non-Clients – Bar Standards Board

If you are not the barrister’s client and remain dissatisfied, you should contact:

Bar Standards Board
Professional Conduct Department
289–293 High Holborn
London
WC1V 7JZ

Telephone: 0207 611 1 444
Website: www.barstandardsboard.org.uk