If you have any general comments to make about our Chambers or our service to you, we would be grateful to receive them either by letter, email or telephone call using the details provided.
The Bar’s Code of Conduct requires us to ensure that all lay clients are aware of their right to make a complaint and of the process by which this be done. This includes their right to complain to the Legal Ombudsman in the event that they are dissatified with our complaints process or any decision. All lay clients have the right to complain directly to Chambers without involving their solicitors. On request, we will provide the lay client with the timeframe and details for contacting the Legal Ombudsman.
Client-Centric Excellence
Our professional clients are advised in writing with regard to our complaint procedure and a copy of this letter is always available on request to the Clerks.
The procedure is intended to be simple, straight forward and user friendly. We are prepared to receive your complaint by telephone or in writing or by email. We ask that any complaint you have is notified to us as soon as practically possible.
Efficient Resolutions
If you wish to raise a complaint by telephone please contact our Senior Clerk Alan Harvey on 0151 229 2030 and he will be happy to take details and advise you as to the next step. Should your complaint relate to a clerk or a member of staff, please ask to speak to our Head of Chambers Anthony O’Donohoe. Please ensure you leave contact details in case he is not immediately available.
Complaint Protocol
If you wish to raise a complaint by email please use the address Clerks@ChavasseChambers.co.uk and mark the email for the attention of Alan Harvey. If your complaint is about a clerk or a member of staff please email our Head of Chambers Anthonyodonohoe@chavassechambers.co.uk
Client-Centric Excellence
If you would prefer to raise your complaint in writing, please address your letter to Alan Harvey, Senior Clerk, Chavasse Court Chambers, 24 Queen Avenue, L2 4TZ. If your complaint relates to a clerk or a member of staff please write to Anthony O’Donohoe, Head of Chambers, Chavasse Court Chambers, 24 Queen Avenue, L2 4TZ. Please provide your address and contact details.
What To Provide
When making your complaint, please provide the following details:
Swift Resolution Commitment
We will aim to resolve your complaint if at all possible. If the matter is not resolved to your satisfaction by telephone then, within 7 days of receipt of your complaint, we will commence an investigation. We will aim to reply to you within a further 7 days thereafter.
In our reply we will provide the general terms of the investigation, whether further enquires or further information is necessary and any conclusions we have reached. If we uphold your complaint, we will suggest a resolution.
Keeping You Informed
We will contact you by your preferred means to inform you of the outcome or to obtain further information. If you have provided a postal address we will also provide you with written confirmation of any decision and any suggested resolution.
Safeguarding Your Information
Privacy and confidentiality are of the utmost importance to us.
All information and documents you provide will remain confidential. Necessary disclosure of the nature and details of your complaint will be confined to our Head of Chambers, members of the Management Committee, the Senior Clerk and/or the deputy (if you choose to report your complaint through the clerks) and the person or persons who are involved in your complaint and subsequent investigation.
Continuous Improvement
With regard to any complaint that is not resolved by telephone, a written record of the complaint and any decision or resolution will be retained by Chambers. This record will be used as part of our process to monitor and improve our services.
If you are not satisfied with the decision or resolution of your complaint, or if
you do not wish to adopt our complaints procedure, you have the right to
make your complainant to the Legal Ombudsman. The address is as follows:
PO Box 6806, Wolverhampton WV1 9WJ
Tel: 0300 555 0333
E-mail: enquiries@legalombudsman.org.uk
Website: http://www.legalombudsman.org.uk/
Share Your Thoughts
If you have any general comments to make about our Chambers or our service to you, we would be grateful to receive them either by letter, email or telephone call using the details provided.
Our approachable team of experienced clerks are more than happy to discuss your specfic needs to ensure you have the most suitable representation for your case:
