Our aim is to give you a good service at all times. However, in the unfortunate event that the service provided by Devon Chambers or any of our Barristers does not meet your expectations, Devon Chambers has a dedicated complaints procedure. It is not necessary to involve solicitors in order to make your complaint as the right of complaint extends to the lay client as well as the professional client, however should you wish to involve to a solicitor you are free to do so.
Please note that the Legal Ombudsman, the independent complaints body for service complaints about lawyers, has time limits in which a complaint must be raised with them. The time limits are:
Chambers must have regard to that timeframe when deciding whether they are able to investigate your complaint. Chambers will not therefore usually deal with complaints that fall outside of the Legal Ombudsman’s time limits. The Ombudsman can extend the time limit in exceptional circumstances.
The Ombudsman will also only deal with complaints from consumers. This means that only complaints from the barrister’s client are within their jurisdiction. Non-clients who are not satisfied with the outcome of the Chambers’ investigation should contact the BSB rather than the Legal
It should be noted that it may not always be possible to investigate a complaint brought by a non-client. This is because the ability of chambers to satisfactorily investigate and resolve such matters is limited and complaints of this nature are often better suited to the disciplinary processes maintained by the BSB. Therefore, chambers will make an initial assessment of the complaint and if they feel that the issues raised cannot be satisfactorily resolved through the chambers complaints process they will refer you to the Bar Standards Board.
Complaints by telephone
You may wish to make a complaint in writing and, if so, please follow the procedure below. However, if you would rather speak on the telephone about your complaint, then please telephone the Senior Clerk, Rachael Duchnowski or the Head of Chambers, Jason Beal. If the complaint is about the senior member of staff telephone the Head of Chambers – Jason Beal. The person you contact will make a note of the details of your complaint and what you would like to have done about it. They will discuss your concerns with you and aim to resolve them. If the matter is resolved they will record the outcome, check that you are satisfied with the outcome and record that you are satisfied. You may also wish to record the outcome of the telephone discussion in writing.
If your complaint is not resolved on the telephone you will be invited to write to us about it, so it can be investigated.
Complaints in Writing
Please give the following details:
Please address your letter to Jason Beal, Head of Chambers, 8 The Crescent, Plymouth, PL1 3AB. We will, where possible, acknowledge receipt of your complaint within two days and provide you with details of how your complaint will be dealt with.
Information Regarding Complaints
The clerks will notify clients in writing at the time of engagement:
In cases of public or licensed access using an intermediary, the intermediary will similarly be informed.
The notification of the information at (a) and (b) will be contained in the ordinary terms of reference letter (or equivalent letter) that is sent by Chambers upon acceptance of instructions. In the case of the lay client, where there is, unless it is public access case, no letter of engagement, a specific letter will be sent to them notifying of the information at (a) and (b)
Chambers’ website and brochures will carry information about the Chambers’ Complaints Procedure
Response to complaints
All complaints will be acknowledged within 5 working days.
Together with the acknowledgment, the complainant will be provided with: –
At the conclusion of the complaints process, complainants will be informed in writing of their right to complain to the Legal Ombudsman, the timeframe for doing so and the full details of how to contact them.
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 member or staff who you have complained about, the head or relevant senior member of the panel and the person who investigates the complaint. The BSB is entitled to inspect the documents and seek information about the complaint when discharging its monitoring functions.
The Senior Clerk will then refer the complaint to the Head of Chambers who will inform the person who is the subject of the complaint (in the event that that person is not already aware of the complaint).
The Head of Chambers may, within their discretion regard the complaint as vexatious on the grounds that it discloses no ground upon which any reasonable tribunal could conclude that the barrister in question has acted inappropriately or that the complaint which has already been dealt with by Chambers’ complaints procedure. In that case, the Head of Chambers will inform the complainant accordingly.
In the event that the complaint is justiciable, the Head of Chambers will call a meeting of 3 senior members of chambers (including the Head of Chambers or someone deputed on their behalf) to consider whether there are any grounds to the complaint. In the event that the committee concludes that there are no grounds, the complainant shall be informed accordingly and told of their further grounds for redress.
In the event that the committee concludes that the grounds of complaint (or any of them) are made out, the committee shall consider the appropriate remedy which shall include, but not limited to, the following:
The Complainant shall be informed in writing of the finding in accordance with paragraph 18.104.22.168 above and notified of their rights to pursue the matter further.
As part of our commitment to client care we make a written record of any complaint and retain all documents and correspondence generated by the complaint for a period of six years. Our management committee inspects an anonymised record regularly with a view to improving
Complaints to the Legal Ombudsman/alternative dispute resolution
If you are unhappy with the outcome of our investigation and you fall within their jurisdiction you may take up your complaint with the Legal Ombudsman, the independent complaints body for complaints about lawyers, at the conclusion of our consideration of your complaint. The Ombudsman is not able to consider your complaint until it has first been investigated by chambers. Please note the timeframe for referral of complaints to the Ombudsman as set out at paragraph 2 above. Those clients who are able to complain to the Legal Ombudsman are as follows:
You can write to the Legal Ombudsman at:
PO Box 6806,
Telephone number: 0300 555 0333
More information about the Legal Ombudsman is available on their website: http://www.legalombudsman.org.uk/
If you are unhappy with the outcome of the investigation, alternative complaints bodies (such as ProMediate, https://www.promediate.co.uk/ and Small Claims Mediation, https://www.gov.uk/guidance/small-claims-mediation-service ) also exist which are competent to deal with complaints about legal services, should you and the barrister both wish to use such a scheme. If you wish to use either of the above, please contact us to discuss this. Please also note that if mediation is used, neither you nor the barrister is required to accept the proposed resolution. If mediation does not resolve the complaint, you may still make a complaint to the Legal Ombudsman (provided you fall within their jurisdiction and you do so within the time limit).
If you are not the barrister’s client and are unhappy with the outcome of our investigation then please contact the Bar Standards Board at:
Bar Standards Board
Contact and Assessment Team
289-293 High Holborn
Telephone number: 0207 6111 444