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COMPLIANTS PROCEDURE

COMPLAINTS PROCEDURE

Our Regulator

 

Ms Priscellia Robinson is regulated by the Bar Standards Board, with support from the Bar Council of England & Wales. You can find out more about these organisations by visiting their websites.

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Code of Conduct

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Ms Priscellia Robinson is trading as a sole practitioner under the name of Queens Court Chambers and is registered with the Bar Standards Board of England and Wales. They are governed by the Bar Standards Board’s Handbook and Code of Conduct (part 2 of the handbook), which is available here.

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What if I am not happy?

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At Queens Court Chambers, we pride ourselves on providing an excellent service to our clients at all times. However, we do realise that sometimes things can go wrong. We invite you to bring any issues to our attention as soon as possible, so we can work together to resolve the situation. If we have been unable to resolve your issue informally, you may wish to submit a formal written complaint. Below is a summary of the steps to follow.

 

HOW TO MAKE A COMPLAINT

 

  1. Please send us your complaint in writing via e-mail with the following details:​​

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  • The nature of the complaint, with any supporting evidence

  • Suggestion for resolving the matter

  • Your contact details

  • Your name and address

 

 2. Please address your complaint to Wendy Tomlin, Practice Manager, at wendy@queenscourtchambers.co.uk. If your complaint concerns the Practice Manager, please email priscellia@queenscourtchambers.co.uk.

 

 3. We take complaints very seriously and will appoint a member of Chambers to investigate who has had no dealings with your matter to retain impartiality. 

 

 4. Within 14 days of receiving the complaint, the appointed investigator will contact you in regards to the following:

 

  • Scope of investigation

  • Conclusions and the basis for any conclusions reached 

  • If the investigator finds in your favour, they will outline proposals for resolving the complaint

 

POLICY & GUIDANCE

 

  1. All correspondence and documentation relating to the complaint will be treated as highly confidential. It will only be disclosed to the extent that it is necessary to further the investigation. This will include the person about whom a complaint has been made.

 

 2. An anonymised version of the complaint may also be used for training and quality purposes. 

 

 3. The Bar Standards Board is entitled to inspect documents and seek information relating to the complaint when discharging any auditing and/or monitoring functions as part of our regulatory compliance. 

 

 4. We will keep any documentation relating to the complaint on file for a period of 6 years.

 

LEGAL OMBUDSMAN

 

 1. If you are unhappy with the outcome of our investigation, you may take up your complaint with the Legal Ombudsman. Please note that the Legal Ombudsman has time limits within which a complaint must be raised, typically within 6 months of the conclusion of our investigation. You must complain to the Legal Ombudsman either within six years of your barrister’s actions/failure to act, or no later than three years after you should reasonably have known there were grounds to complain. You must also complain to the Legal Ombudsman within six months of receiving your barrister’s final response to your complaint.

 

 2. The details are as follows:

 

Complaints Team

Legal Ombudsman

PO Box 6806

Wolverhampton WV1 9WJ

Tel: 0300 555 0333

E-mail: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

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More information about the Legal Ombudsman is available on their website: http://www.legalombudsman.org.uk

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The Legal Ombudsman website lists providers that received an ombudsman’s decision within the previous 12 months. In each case, the data indicate whether the Legal Ombudsman required the provider to provide the consumer with a remedy. Here is a link to this page.

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