Complaints Procedure

Submitting a Complaint

A formal complaint must be submitted in writing within six (6) months of the service or incident. Late complaints may be considered out of time unless compelling reasons are provided for the delay.

If the client instructed a solicitor, complaints must be routed through the solicitor first. Only Public Access clients may submit direct complaints.

Tiered Complaint Process

First Tier: Complaints must be formal and written. Emails or calls expressing dissatisfaction do not constitute a formal complaint. Each complaint will receive a documented response. In some cases, an independent barrister or solicitor may be asked to review the matter for objectivity.

Complaints not routed through the correct first-tier channel (e.g., solicitor when instructed via solicitor) may be deferred back to the appropriate origin tier.

Timeline & Response

• Initial informal inquiry: reply within 3 working days
• Formal written complaint: written response within 28 working days
• Complex reviews or external panel involvement may extend this timeline; updates will be shared accordingly

Procedure and Resolution

The barrister will review the complaint, assess any evidence provided, and determine the next steps. This may involve:

• A formal apology (written or oral)
• Return of professional fees (where appropriate)
• Reporting serious infractions to the Bar Standards Board (BSB)

The findings will be communicated in writing. If resolution is not satisfactory, clients have the right to escalate the matter to the Legal Ombudsman.

Legal Ombudsman

If not satisfied with the barrister’s response, clients may contact the Legal Ombudsman within six months of the end of the complaint process.