11. Complaints: what if it all goes wrong?

Summary

We have a formal complaints process.

Answer

We want to give you the best possible service. We aim to deal with any issue in your case as soon as it arises however, if at any point you become unhappy with the service we have provided, we have a formal customer service complaints procedure set out below.

Notification

Upon receipt of a complaint (whether by letter, telephone, email or in person) your complaint will be passed on to a senior member of staff who will assume responsibility for dealing with the complaint.

Acknowledgement

We will then send a written or electronic acknowledgement of the complaint within five working days of receipt providing the name of the individual handling the complaint for the business together with a copy of the appropriate complaints procedure.

Response

By the end of 8 weeks from receipt of the complaint we will send either:

(a) final response; or

(b) a holding response explaining why we are not yet in a position to resolve the complaint and indicating a timescale within which it will provide a final response.

For Barrister Complaints

For complaints about the standard or nature of the barrister’s work we would first expect a complaint to come to us. If we are unable to deal with that complaint you will be able to engage the barrister’s chambers’ complaints procedure and then the Legal Ombudsman. The details of how this might happen are set out in your terms and conditions and care letter to you.

Complaints Contact Information

You can email [email protected] or write to Customer Services Department, Absolute Barrister Ltd, 20-22 Wenlock Road, London, N1 7GU