6KBW College Hill are committed to ensuring that our Complaints Policy and Procedure is compliant with the Bar Standards Board and the Legal Services Guidelines. Chambers has regard to the guidance published by the Bar Standards Board in relation to redress transparency. You can access the Barristers’ Register to search for Barristers who are authorised to practice
Our aim is to provide you with a good service at all times. However, if you have a complaint, you are invited to let us know as soon as possible. A formal complaint must be made as soon as reasonably possible, and in any event within six months of the act being complained of, or within six months of the end of any informal action taken, save in exceptional circumstances.
Letter of Complaint
Please give the following details:
- Name of Counsel or member of staff
- Date of complaint
- Case name
- Court or conference
- Details of complaint
Please address your letter to: Andrew Barnes, Senior Clerk, 6KBW College Hill , 21 College Hill, London EC4R 2RP. Alternatively, you can address your letter to Duncan Atkinson KC if your complaint is regarding the Senior Clerk.
Acknowledgement of Complaint
We will, where possible, acknowledge receipt of your complaint within seven days and provide you with details of how your complaint will be dealt with.
Resolution of Complaint
We will aim to resolve complaints within 28 days. Once an assessment and investigation has been completed we will respond in writing with any decision made.
Confidentiality
All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary. Disclosure will be to the Head of Chambers, members of our Management Committee and to anyone involved in the complaint and its investigation. Such people will include the Barrister or staff who you have complained about and the person who investigates the complaint. The Bar Standards Board is entitled to inspect the documents and seek information about the complaint when discharging its auditing and monitoring functions.
Record Keeping
As part of our commitment to client care, we make a written record of formal complaints and retain all documents and correspondence generated by the complaint for a period of 6 years. A summary of the (anonymised) record is inspected regularly with a view to improving services.
Legal Ombudsman
If you are unhappy with the outcome you may take up your complaint with the Legal Ombudsman. The Legal Ombudsman is an independent organisation. It deals with complaints about the service provided by all types of lawyers in England and Wales. You can contact them as follows:
Address: Complaints Team, Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Bar Standards Board
If your complaint concerns a barrister who is not representing you and you are not satisfied with the outcome of our internal client satisfaction procedure, you should contact the Bar Standards Board. They can be contacted as follows:
Address: Bar Standards Board, 289-293 High Holborn, London WC1V 7HZ
Telephone: 020 7611 1444
Online Form
The BSB Barristers’ Register lists Barristers who hold a current Practising Certificate and also whether they have any disciplinary findings against them.
