Our Complaints Process

I hope you will be happy with the professional services I provide. However, if you are not satisfied, I will make sure any complaint is dealt with quickly and inline with this complaints process. 

Complaints

If you are not happy with any aspect of the services provided by me or Consumer Law Barristers, you should first refer your complaint to me and my team at complaints@consumerlawbarristers.co.uk.

We will acknowledge your complaint within 7 days and conduct a full investigation of all work done on your case. We will endeavour to provide a final response to your complaint within 14 days. Where it is not possible to respond within that timeframe we will let you know the reason for any delay and when you can expect an update on your complaint.

Where your complaint relates to an individual member of my team, that person will not be involved in investigating your complaint or deciding any outcome. For further details about our complaints process and how you can escalate a complaint please contact me at complaints@consumerlawbarristers.co.uk.

The Legal Ombudsman

If you are not happy with my response, or you have not received a final reply within 8 weeks, then you can contact the Legal Ombudsman. The Legal Ombudsman is a free, impartial and independent service set up by the Government which deals with complaints about the service you have received.

You must complain to the Ombudsman within six months of receiving a final response to your complaint from me (provided the response specifically notifies you of your right to complain to the Ombudsman and of the six-month time limit). A complaint to the Ombudsman must also be made not more than six years after the act or omission complained about or not more than three years from the date when you should reasonably have known that there were grounds for complaint.

The Legal Ombudsman publishes data on all complaints that have been resolved by an Ombudsman’s decision; you can find this data on the Legal Ombudsman’s decision page at https://www.legalombudsman.org.uk/raising-standards/data-and-decisions/.

Once an Ombudsman’s decision has been accepted by the complainant, this decision is binding on the service provider.

For further details about how to make a complaint to the Legal Ombudsman, including guidance about the new scheme rules that came into effect on 1 February 2013, please contact the Legal Ombudsman directly using the details below.

The Bar Standards Board

The Bar Standards Board maintains a register of all barristers who are authorised to practice in England and Wales. This register also records whether a barrister has been the subject of disciplinary findings. You can search for a barrister on the register here.

You should not make a complaint directly to the Bar Standards Board. If you have a complaint about a barrister you should first speak with your barrister and refer to the Legal Ombudsman if necessary. You can find more information on the Bar Standards Board website.

https://www.barstandardsboard.org.uk/for-the-public/search-a-barristers-record/the-barristers-register.html

Useful Links and Contact Details

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Email: enquiries@legalombudsman.org.uk
Phone: 0300 555 0333
Website: www.legalombudsman.org.uk

The Bar Standards Board
289-293 High Holborn
London
WC1V 7HZ

Email: contactus@barstandardsboard.org.uk
Phone: 020 7611 1444
Website: www.barstandardsboard.org.uk

Frequently Asked Questions concerning the new Legal Ombudsman can be found on the BSB’s website at

https://www.barstandardsboard.org.uk/complaints-and-professional-conduct/concerns-about-a-barrister/

You can search for a barrister on the BSB’s register at

https://www.barstandardsboard.org.uk/for-the-public/search-a-barristers-record.html

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