The complaints policy is designed to be easily accessible for clients to use if they consider it necessary. The intention of chambers is to deal with complaints: quickly, efficiently, and with courtesy and sensitivity.
- A complaint may be made, either orally or in writing, about any aspect of the service provided by the Chambers of David Stotesbury.
- Your attention is invited to the fact that the Legal Ombudsman, the independent complaints body for service complaints about lawyers, has a twelve‐month time limit in which a complaint must be raised. This time period runs from the date of the act or omission complained of from when the complainant should reasonably have known there was cause for complaint without taking advice from a third party. The Ombudsman has the power to extend the time limit but the circumstances must then be exceptional. David Stotesbury must accordingly give due regard to that time limit when deciding whether he is able to investigate a complaint. Complaints that fall outside of the twelve month time limit will not normally be dealt with by the Chambers of David Stotesbury.
- Your complaint should be directed to David Stotesbury. The contact telephone number is 020 87482200. For written complaints, please email David Stotesbury at firstname.lastname@example.org or write to him at 21 Redmore Road, London W6 0HZ.
- There is a procedure for written complaints which will be of assistance to both chambers and the complainant. If you would like to make a complaint in writing, please follow the procedure set out below. However, if you would rather speak on the telephone about your complaint, then please telephone the Head of Chambers David Stotesbury. A note of the details of your complaint will be made which will record your name and address, the date of the complaint, against whom the complaint is made, the detail of the complaint and your expectations regarding the complaint. Your concerns will be discussed, the intention being to resolve them. If the matter is resolved the outcome will be recorded. Further, the Head of Chambers will ask whether you are satisfied with the outcome and, if so, record that confirmation. It is recommended that you also record in writing the outcome of the telephone conversation.
- If your complaint is not resolved on the telephone, you will be invited to write to David Stotesbury about it so that it can be investigated formally.
- The procedure for written complaints is that they will be considered by David Stotesbury with the objective of the procedures in this document being followed and your complaint being dealt with rapidly and fairly.
- When making a written complaint please provide the following details:
- your name and address;
- who you are complaining about;
- the detail of the complaint; and
- what you would like done in respect of it.
- Your written complaint will be acknowledged by David Stotesbury in writing within 7 days of its receipt. This letter will inform you that there is a formal Chambers’ complaints procedure and that this will be followed. A copy of this procedure will be sent with this letter. In addition this letter will inform of your right to complain to the Legal Ombudsman, the timeframe for doing so and full details of how to contact the Legal Ombudsman.
- Within 14 days of your letter being received David Stotesbury will investigate. If he finds later that he is not able to reply within this timescale he will set a new date for his reply and inform you of that date. The reply will set out:
- the nature and scope of the investigation;
- the conclusion on each complaint and the basis for that conclusion; and
- if it is found that you are justified in your complaint, the proposals for resolving the complaint.
- All communications and documents relating to complaints will be kept confidential and disclosed only so far as is necessary for:
- the investigation and resolution of the complaint;
- internal Chambers’ review for the purposes of improving practice/procedures;
- complying with requests from the Bar Standards Board in the exercise of its monitoring and or auditing functions.
- As part of Chambers’ objective of improving client care, a written record of any complaint will be made and all documents and correspondence generated by the complaint will be retained for a period of six years.
Complaints to the Legal Ombudsman
- If you are unhappy with the outcome or the way in which the Chambers of David Stotesbury has handled your complaint you may raise the matter with the Legal Ombudsman, which is the independent complaints body for complaints about lawyers. As above mentioned, the Legal Ombudsman’s complaints’ procedure has a twelve‐month time limit in which a complaint must be raised from the date of the act or omission complained of.
You can write to them at:
PO Box 6806
Telephone Number: 0300 555 0333
The Decision Data on the Legal Ombudsman’s website.
- Chambers take complaints very seriously and always seeks to improve its service. Once your complaint has been resolved, the Head of Chambers will give consideration to what steps should be taken to prevent a similar complaint arising in the future.
Professional Duty to Notify
- Any complaint which involves an allegation of negligence or any other possible claim on the Bar Mutual Indemnity Fund Ltd (BMIF) will be reported immediately by the Heads of Chambers, who is a sole practitioner, to the BMIF even though the complaint is subject to investigation internally under the procedure in this document.