Client Care

Standard terms

The standard contractual terms upon which we may offer our services to authorised persons from 31st January 2013, as set by the Bar Council, may be viewed here.

Complaints

Our aim is to offer you the best service possible at all times. If, however, you would like to make a complaint you are invited to do so as soon as possible. 5 Paper Buildings endeavour to ensure that our complaints policy is compliant with the Bar Council Code of Conduct. A formal complaint must be made as soon as reasonably possible and at least within 12 months of the act being complained of, or within six months of the end of any informal action taken, save in exceptional circumstances. A formal complaint should be made in writing and will be acknowledged by the Senior Clerk or the Heads of Chambers within seven days of receipt. Any investigation should be completed with 28 days of receipt unless there are good reasons for delay. Investigations should be conducted in accordance with Bar Standards Board guidelines. Formal Complaints Procedure: Letter of complaint in writing should include:

  • Name of Counsel or member of staff
  • Date of complaint
  • Case name
  • Court or conference
  • Details of complaint

If a complainant, having had the matter reviewed by the Heads of Chambers, is still unsatisfied, they will be advised of their right to approach the Legal Ombudsman. Further information with regards to a non-judicial dispute resolution service and how to complain about a barrister is available from their website; www.legalombudsman.org.uk