Complaint Procedure

I am required to set out my complaint procedure. I hope you do not need to make a complaint but if you feel I have let you down then it is your right to complain. I will try and fix matters but I am only human. I need to deal with your complaint promptly and I will give it my utmost attention.

You can telephone me to complain but it is better if you put it in writing. Please send me an email setting out:

  • Your full name;
  • Best telephone number;
  • What your complaint is about; and
  • What resolution you would like to see from your complaint. What can I do to make things right?

I need to know exactly what you are complaining about. Unfortunately, complaining that a judge has not found in your favour is not something which I can do much about.

Your letter will be acknowledged within 7 days by me and I will start an investigation.

In acknowledging receipt of your letter, you will normally be informed that you should expect a substantive response to your complaint within 14 days. My substantive response will set out:

  • the nature and scope of the investigation;
  • my conclusion on each complaint and the reason for it; and
  • if your complaint is found to be partially or fully justified, my proposals for resolving it.

If your complaint involves a matter which may give rise to an insurance claim, I will have to inform my insurer the Bar Mutual Indemnity Fund. The BMIF will then need to be consulted before any proposals can be put to you to resolve your complaint. This will likely slow down the process of resolving your complaint because their involvement is required.

What next?

Assuming you are not happy with my response you can complain to the Legal Ombudsman. You must first complain to me before going to them. You must also take your complaint to Legal Ombudsman within 6 months of my response. Their contact details are:

Legal Ombudsman
PO Box 6806
Tel: 0300 555 0333

The Legal Ombudsman will only investigate certain kind of complaints such as:

  • Excessive fees;
  • Costs information deficient;
  • Data protection failures;
  • Failing to keep papers safe;
  • Breaching confidentiality;
  • Delay and or failure to progress the matter;
  • Failure to follow instructions given by the client;
  • Discrimination;
  • Failure to advise properly;
  • Lack of communication or updates;
  • Failure to investigate complaint internally; and
  • Failure to keep complainant informed of progress of the complaint.

The Legal Ombudsman’s powers include directing the following:

  • Apology;
  • Compensation for loss suffered/inconvenience/distress plus interest;
  • To put right and pay for an error, omission or deficiency; and or
  • To limit fees to a specified amount.

If there are allegations of professional misconduct, then the matter should be referred to the Bar Standards Board whose details are below. 

Bar Standards Board

My regulator is the Bar Standards Board (the BSB). You will need to contact them if you think I have been unethical and or I have acted in breach of my duties. You can contact the BSB:

Bar Standards Board Contact and Assessment Team

289-293 High Holborn London WC1V 7JZ

0207 6111 444        

Data Protection

I will retain all documents and communications relating to any complaint for a period of 7 years and then the data will be removed from my systems.

Originally Posted:

Last Revised: