Complaints Procedure
New Walk Chambers Complaints Procedure
Introduction
1. This is the Complaints Procedure for New Walk Chambers (hereinafter NWC).
2. NWC aims to provide the very highest levels of service; however, should you feel that this has not been delivered on any occasion, this page sets out the procedure that should be followed should you wish to make a complaint to NWC.
Useful Links:
3. The following links may also be of assistance to you:
· Bar Standards Board Barristers Register
· Legal Ombudsman Decision Data
Authorisation & Regulation:
4. NWC is authorised and regulated by the Bar Standards Board.
Complaints:
5. Reporting: If you have any concerns about the quality of the service you receive from our pupils, members of NWC or members of staff you are invited to let us know as soon as possible.
6. In line with our friendly approach, in the first instance we encourage you to discuss any day-to-day concerns about the services of our pupils, members of NWC or staff directly with them.
7. Any such concerns can also always be raised initially with our Practice Manager.
8. We would very much hope that the matter can be resolved at an early stage. However, if you feel that the concern has not been dealt with to your satisfaction, then you may wish to make a formal complaint, in writing, addressed to the Management Committee, as detailed below.
9. Any concerns about members of staff should be raised with the Management Committee.
10. We would expect complaints to be made within 12 months of the date of the problem arising.
11. Formal Complaints Procedure: Please address your formal letter of complaint to the Management Committee, PO Box 11024, Leicester, LE1 8FH.
12. When making a formal complaint, please give the following details:
· your name and address;
· the name of the, member(s) of NWC or staff that you are complaining about;
· the details of the complaint and what you would like to be done about that complaint.
13. As soon as possible after your letter is received the Management Committee will investigate the complaint in conjunction with the Practice Manager.
14. The individuals investigating the complaint will be individuals other than the person you are complaining about.
15. Timescales: The person handling the investigation will write to you as soon as possible to let you know that they have been appointed and that they will endeavour to reply to your complaint within 21 days.
16. If they find later that they are not going to be able to reply within 21 days then they will set a new date for their reply and they will inform you.
17. Conclusion: The person handling the investigation will, within the aforesaid timescales, reply to you setting out:
· The nature and scope of their investigation;
· their conclusion on each complaint and the basis for their conclusion and, if they find that you are justified in the complaint, their proposals for resolving the complaint.
18. Confidentiality: All conversations and documents relating to your complaint will be treated as confidential and will only be disclosed to the extent that is required.
19. Disclosure will be to the Management Committee and to the Practice Manager and will include any others NWC considers necessary to involve in the complaint and its investigation.
20. If a complaint is made then NWC will assume that you will authorise those investigating the complaint to view all of the papers or other correspondence relevant to the complaint.
21. Our procedure: As part of NWC’s commitment to client care we will make a written record of your formal complaint.
Complaining to the Bar Standards Board or Legal Ombudsman
22. We hope that you will at first instance use our procedure.
23. However, if, at any stage, you are not satisfied with NWC’s handling of any complaint or if you would rather not use NWC’s complaints procedure, you may be able to make a complaint to the following regulatory bodies:
· the Bar Standards Board here - Please note the time limit for informing the BSB of any complaint is 6 months from the event complained of, or 3 months after you have been told of the result of your complaint by NWC. The Bar Standards Board may also be contacted at the following address:
Complaints Department, Bar Standards Board 289-293 High Holborn, London WC1V 7HZ
Tel: 0207 611 1444
Fax: 0207 831 9217
E-mail: complaints@barstandardsboard.org.uk
· or to the Legal Ombudsman Please note that the Legal Ombudsman has a one year time limit from the date of the act or omission about which you are complaining or one year from when you reasonably should have known there was grounds for complaint. The Legal Ombudsman might also refuse to consider your complaint if raised with them later than six months after any final response from NWC. The Legal Ombudsman may also be contacted at the following address:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0121 245 3071
E-mail: enquiries@legalombudsman.org.uk
24. Whilst you may complain to these bodies, in the first instance, they might require you to use NWC’s complaints procedure.
Alternative Dispute Resolution (ADR)
25. If it does not prove possible to settle your complaint by using our formal complaints procedure and if all parties consent, alternative complaints bodies exist which are competent to deal with complaints about legal services.
26. These organisations include Ombudsman Services, https://www.ombudsman-services.org , Ombudsman Services, The Brew House, Wilderspool Park, Greenall's Avenue, Warrington, WA4 6HL and ProMediate, http://www.promediate.co.uk , Telephone: 01928732455.