Chambers Complaints Handling Procedure
We hope that it will prove entirely unnecessary, but in accordance with current regulatory requirements Chambers has in place a complaints procedure by which any client can make a complaint to us directly without involving a solicitor. Such a complaint should be made directly to the Head of Chambers, Andrew Bartlett QC (or, in his absence, to the Deputy Head, Michael Kent QC). In the case of a complaint about a clerk or member of staff, the complaint should be made to the Senior Managing Clerk, Andy Flanagan (or, in his absence, to Julian Campbell, the Director of Marketing), unless the complaint is about the Senior Managing Clerk himself, in which case the complaint should be made to the Head of Chambers.
Complaints may be made in writing, either by letter or e-mail (but under no circumstances by fax), addressed directly to the person to whom you wish to refer the complaint. Alternatively, a complaint may be made directly to the person to whom it is to be referred by telephone, although if the matter is of any complexity it is possible that it will be necessary for the complaint to be put in writing.
If a complaint is made in writing, it is essential to telephone Chambers beforehand in order to check that the person to whom it is addressed will be available to deal with it when it arrives (members of Chambers are sometimes away from Chambers for weeks at a time and may not receive letters until their return).
We hope and expect that our clients will never need to make a complaint, but under current regulations we are required to have an appropriate procedure in place.
A copy of the full Chambers Complaints Handling Procedure is held on our S drive and is available on request. It should be consulted before any formal complaint is made.
