Complaints

Our aim is to provide a first class service to our all our clients at all times.

In the unlikely event that you wish to register a complaint you are invited to let us know as soon as possible so that it may be investigated and resolved without delay. Set out below is 2 King’s Bench Walk Chambers policy and procedures in relation to any complaint made against a barrister or clerk either by a professional or lay client.

All complaints must be directed to the Senior Clerk and can either be made in writing to; “Daren Milton, Senior Clerk, 2 King’s Bench Walk Chambers, Temple, London EC4Y 7DE” Or by using the “Complaints Form“which can be printed and completed.

The Senior Clerk is the central point of contact for any complaint and following registration of the complaint is authorised to investigate and resolve any informal complaint.

If the complaint is a formal complaint then the Senior Clerk is authorised to investigate the matter and present the evidence gathered to the Head of Chambers. All complaints must be within 3 months of the completion of the hearing or piece of work to which the complaint refers. Complaints received after this date will be processed at the discretion of Chambers.

The Complaints Process

On receipt of a complaint details are taken of;

  1. Complainant’s name & address
  2. Nature of the complaint
  3. Details of the complaint (name of case, etc.)

The details of the complaint will be recorded and given a specific reference i.e. Barrister/Clerk initials, case number – Year complaint registered e.g. DM/11111/XXXX. A letter will be sent to the complainant within 7 days informing them that the complaint is under investigation and the procedure to be taken.

A copy of the complaint will be sent to the person against whom the complaint is made. The person against whom the complaint is made will be asked to provide a full written response. All necessary investigations are carried out by the Senior Clerk and the investigation procedure will be expected to take no longer than 14 days from start to finish.

Once the investigations are concluded the paperwork, which includes details of the original complaint, any further documentation provided, any evidence gathered by the Senior Clerk and the response provided by the person being complained about, is passed to the Head of Chambers.

The Head of Chambers will review the paperwork provided and give his independent assessment. The decision will be given in the form of one of the following;

  1. Following investigation the complaint has been found to be justified and these are the steps suggested to take to satisfy the complaint.
  2. Following investigation the complaint has been found not to be justified; reasons will be given. The right of the complainant to refer the matter to the Bar Council will be explained.

Any complaint alleging negligence will be passed immediately to Chambers Indemnity Insurers (Bar Mutual).

Any complaint found to warrant a change in procedures will be discussed with the Head of Chambers and relevant Team Leader. If agreed the relevant changes will be implemented.
All complaints will be kept on file for 12 months. Should you at any point be unhappy with our complaints procedure, then we would refer you to;

www.barstandardsboard.org.uk/complaints-and-professional-conduct

Complaints Form