Complaints Procedure

We are required by the Bar’s Code of Conduct to ensure that all lay clients are informed (a) of their right to make a complaint, how and to whom this can be done (including the right to complain to the Legal Ombudsman at the conclusion of the complaints process), the timeframe for doing so and the full details of how to contact the Legal Ombudsman; and (b) that a lay client may complain directly to Chambers without going through solicitors.

Brooke Chambers takes pride in the level of service we deliver. However, we recognise that from time to time our service may fall short of expectations. If you have a complaint, or other cause for concern, you are requested to inform us as soon as possible.

If you wish to raise a complaint by telephone, please ring the barrister concerned. The person you contact will make a note of your complaint and what you would like done about it. They will discuss your concerns with you and aim to resolve them. If the matter is resolved, we will record the outcome and confirm it to you in writing.

If the matter is not resolved by telephone, we will then treat it as a written complaint Within 7 days of a written complaint, we will begin an investigation into your complaint. We will aim to reply to your complaint within 7 days thereafter. Our reply will explain the nature and scope of the investigation, the conclusion reached (along with the reasons for that conclusion) and, if the complaint is upheld, our proposal for resolution.

All conversations and documents relating to your complaint will be treated as confidential. Disclosure will be to the Head of Chambers and to anyone involved in the complaint and its investigation, including the barrister or staff member against whom the complaint was made.

As part of our client care commitment, a written record of any complaint will be made.

We hope that you will use the above procedure. However, if you would rather not, or are unhappy with the outcome of a complaint handled through that procedure, you may raise your complaint with the Legal Ombudsman at: PO Box 6806, Wolverhampton WV1 9WJ. Tel: 0300 555 0333 E-mail: enquiries@legalombudsman.org.uk Website: http://www.legalombudsman.org.uk

EQUALITY & DIVERSITY

Brooke Chambers is fully committed to equal treatment in all aspects of work and practice. This is reflected in our Equality and Diversity Strategy, which encompasses pro bono capacity building, student mentoring and participation in a range of civil society and outreach programmes.

Brooke Chambers has an Equality & Diversity Policy, applicable to barristers and staff alike. It is designed to ensure that no form of discrimination, whether direct or indirect, is permitted or practised within chambers and that the effect of any discriminatory practice by any individual or organisation with whom we have contact, is negated.

Brooke Chambers has an Equality & Diversity Officer and conducts equality monitoring.