Internal Complaints Process
We are committed to providing a high-quality legal service. When something goes wrong, we need you to tell us about it. This process follows the BSB first-tier complaints framework effective 15 June 2026.
Submission
01
Please submit your complaint in writing to our Chambers Director, detailing the nature of the issue and your desired outcome.
02
Acknowledgement
We will acknowledge receipt of your complaint within 2 working days and provide you with a copy of our full complaints policy.
03
Investigation
Our Complaints Committee will investigate your concerns thoroughly, adhering to the updated BSB standards for transparency and fairness.
04
Decision
You will receive a final written response within 8 weeks, detailing our findings, any offer of redress, and your escalation options.
Ombudsman Escalation
If you remain dissatisfied with our final response, or if we fail to resolve your complaint within eight weeks, you have the right to escalate your concern to the Legal Ombudsman. Under the BSB first-tier framework effective 15 June 2026, you generally have six months from the date of our final decision to contact them. The Ombudsman provides a free, independent service for service-related complaints, provided you fall within their jurisdiction (typically individuals, small businesses, or charities).
