Our Client Care Policy outlines what service levels you can expect when instructing Chambers. This includes:
- An estimate of costs and the basis of their calculation can be provided for privately funded work before or at the time of accepting instructions.
- Where the instruction is for advice/opinion a written reply will be given within 14 days, unless a later date is agreed with the client. If an extension to this time is required, the client will be advised by telephone by the barrister or their clerk and a new reporting date agreed. This will be marked on the instructions.
- The client will be advised promptly of the outcome of court appearances and of the next stage in the case.
- A conflict of interest check will be carried out by the Clerks’ room upon receipt of an instruction and alternative arrangements made, including the transfer to another Chambers, if required.
- If a brief needs to be reallocated due to factors beyond Chambers’ control, then the professional client will be advised by telephone at the earliest opportunity and the instructions reallocated to a barrister of equal standing and experience, only with the prior agreement of the professional client.
- Standard matter fee invoices will be issued promptly after the end of a case or agreed stage within a case. This will usually be within 5 working days.
- Papers will be returned to the professional client after the completion of a case, and usually within 14 days.
If you have a complaint, we have a complaints procedure which you can also obtain by contacting the clerks.
If we fail to respond to your complaint within 8 weeks or if you are unhappy with our response you can contact the Legal Ombudsman. Ordinarily, the Legal Ombudsman will look at your complaint if it meets all 3 steps below:
- The problem or when you found out about it, happened after 5 October 2010; and
- You are referring your complaint to the Legal Ombudsman within either of the following: 6 years of the problem happening or 3 years from when you found out about it; and
- You are referring your complaint to us within 6 months of your service provider’s final response.
You can see the Legal Ombudsman’s decision data on its website.