Client Satisfaction

CRIME SET OF THE YEAR 2010 - Chambers & Partners

"QEB Hollis Whiteman provides high service levels and efficient clerking" - The Legal 500 (2010)

QEB Hollis Whiteman Chambers consider all complaints seriously. Our complaints procedure is designed to be simple and clear with the aim to ensure that any complaints received are considered as swiftly as possible and to achieve a satisfactory outcome.

  • A complaint is any material expression of dissatisfaction which is about a matter which covers negligence, incompetence or a significant shortfall in levels of service. It may be in writing, by fax, by telephone and to either the relevant barrister or any other member of Chambers or staff.
  • Any complaint received will be referred to the Senior Clerk together with copies of all significant correspondence. Where the matter involves the Senior Clerk then the matter will be referred to the Head of Chambers.
  • All complaints will be acknowledged within 48 hours of receipt and will include details of when a full reply will be received; under normal circumstances within 28 days.
  • If received by a barrister, it should be handled by him/her in the first instance. If it is unable to be satisfactorily resolved, then the matter must be referred immediately to the Senior Clerk.
  • If a complaint involves the Senior Clerk or Chambers Administrator it will be handled throughout by the Head of Chambers.
  • If a complaint relates to the Head of Chambers, it will be dealt with by a complaints panel of three appointed by the Management Committee and  will include at least one QC.
  • If a compliant received by the Senior Clerk where the compliant involves a specific barrister, he will make enquiries of the barrister concerned and speak to the compliant and endeavour to resolve matters.
  • If this remains insufficient, the matter will be referred to the Head of Chambers, who will then investigate and liaise with complainant as appropriate.
  • In resolving each complaint, the matter is reviewed to assess the need for :- 

  • Appropriate redress : as a compensatory/goodwill measure for the client

  • Remedial Action : where the problem is not beyond correcting

  • Improvement Action : to look a the root cause of the problem and implement changes to prevent the problem from recurring. 

  • The existence of this procedure does not prohibit Chambers from dismissing without investigation complaints that are manifestly without merit.
  • If a complainant, having had the matter reviewed by the Head of Chambers, is still unsatisfied, they will be advised of their right to approach the Legal Ombudsman (As from October 06th 2010).  Further information with regards to a non-judicial dispute resolution service and how to complain about a  barrister is available from their website; www.legalombudsman.org.uk  or you can download a copy of their complaints form here:Legal Ombudsman Complaints Form.  
  • The complaints file is reviewed annually by the Chambers Administrator, who will report the number and type of complaints to the Management Committee, together with confirmation that any changes of procedures identified as being necessary have been introduced, or suggesting any changes to be introduced.
  • QEB Hollis Whiteman Chambers - Complaints Policy - Web Version October 2010