Complaints Policy
At London View Chambers, we are committed to providing the highest standard of professional service at all times. We understand that things can occasionally go wrong, and if you have a complaint, we want to hear about it so we can put things right. We take all complaints seriously and aim to resolve them promptly, fairly, and efficiently. Your feedback also helps us learn and improve our services for all clients.
We recognise that making a complaint can feel daunting, but you do not need to involve a solicitor to do so. You are welcome to raise your concerns directly with us, and we will guide you through the process.
Before setting out the procedure, please note that the Legal Ombudsman, which is the independent body that handles complaints about legal services, operates strict time limits. Generally, any complaint must be raised with the Ombudsman within six years of the act or omission you are complaining about, or within three years of you reasonably becoming aware of it, and no later than six months after you receive our final response to your complaint. For this reason, we will not usually consider complaints that fall outside these time limits. If you are not a client of the barrister but have concerns about their conduct, you should contact the Bar Standards Board directly rather than the Legal Ombudsman.
Informal Complaints by Telephone
Often, an informal telephone discussion can resolve matters more quickly and with less formality. We therefore encourage you, in the first instance, to speak with the barrister or caseworker you have been dealing with. If you would prefer not to contact them directly, or if the matter relates to them, you may telephone our clerking team instead.
You can reach our clerking team on 0044 20 7183 4797 or by email at clerks@londonviewchambers.co.uk. If your complaint concerns a member of the clerking team, please ask to speak with the Head of Chambers. The person you speak with will make a note of your concerns and what you would like to be done about them. They will discuss the matter with you and aim to resolve it there and then. If a resolution is reached, we will record the outcome and check that you are satisfied. You may also wish to keep your own written note of the discussion.
If your complaint is not resolved during that telephone call, you will be invited to put it in writing within the following 14 days so that it can be investigated formally.
Formal Complaints in Writing
If we are unable to resolve your complaint informally by telephone, or if you prefer to write to us from the outset, you should set out your concerns in writing. Please address your written complaint to the Head of Chambers at the following address:
Head of Chambers
London View Chambers
105 Ashworth Place
Harlow
CM17 9PW
Alternatively, you may email your complaint to clerks@londonviewchambers.co.uk with the subject line “Formal Complaint”. Please include your full name and contact details, any reference number relating to your matter, the name of the barrister or member of staff you are complaining about, a clear description of your complaint, and what you would like us to do to put things right.
We will acknowledge receipt of your written complaint within five working days and provide you with details of how it will be handled.
Investigation Process
Once we receive your written complaint, we will investigate it thoroughly and impartially. We will aim to provide you with a full written response within 28 days. If we need more time to complete the investigation, we will let you know and provide a revised date for our response.
Our response will set out our findings on each aspect of your complaint, the reasons for those findings, and, if your complaint is upheld, what we propose to do to put things right.
Confidentiality
All conversations and documents relating to your complaint will be treated as confidential. Information will only be disclosed to the extent necessary to investigate the matter properly.
Record Keeping
As part of our commitment to client care, we maintain a written record of all complaints and retain all documents and correspondence generated by the complaint for a period of six years. We review anonymised complaint records periodically to improve our services.
Escalation to the Legal Ombudsman
If you remain dissatisfied after receiving our final response, you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent body that deals with complaints about the service provided by barristers and other lawyers. You can contact the Legal Ombudsman at:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Please note that the Legal Ombudsman will only consider your complaint if you have first given us the opportunity to resolve it. You must refer your complaint to them within six months of receiving our final response, and their general time limits are six years from the date of the act or omission you are complaining about, or three years from the date you reasonably became aware of it.
If you are not a client of the barrister and remain unhappy after our investigation, you should contact the Bar Standards Board rather than the Legal Ombudsman. The Bar Standards Board can be contacted at:
Bar Standards Board
Professional Conduct Department
289-293 High Holborn
London
WC1V 7JZ
Telephone: 0207 611 1444
Website: www.barstandardsboard.org.uk
Your Rights and Protections
All barristers at London View Chambers are regulated by the Bar Standards Board and are required to hold professional indemnity insurance. Barristers are bound by strict rules on conflicts of interest and confidentiality, and must comply with data protection law regarding the handling of your personal information.