Complaints

The Code requires barristers to have procedures for dealing with complaints. Direct access work may result in Chambers and barristers receiving a substantially greater number of complaints from clients, which may or may not be legitimate. All such complaints should be addressed and acted upon within an appropriate timescale.

You should have regard to the BSB’s guidance on complaints handling. In particular, you must:

a.    ensure that the client is told about the procedure in the client care letter;

b.    deal with complaints promptly and according to that procedure as they arise;

c.    inform the client that, if they are dissatisfied with the way in which the complaint has been handled, they may refer it to the Legal Ombudsman.