Policies
Our Approach
We are committed to providing a high standard of service at all times.
If you are unhappy with any aspect of our service, we encourage you to raise your concerns as soon as possible so that we can address them promptly.
You do not need to instruct a solicitor to make a complaint, although you are free to do so.
Time Limits
If you wish to refer your complaint to the Legal Ombudsman, the following time limits apply:
Within six years of the act or omission
Within three years of when you should reasonably have become aware of the issue
Within six months of receiving a final response from Chambers
The Legal Ombudsman may extend these limits in exceptional circumstances.
Chambers will not usually investigate complaints that fall outside these timeframes.
Who Can Complain
The Legal Ombudsman only deals with complaints from clients.
If you are not a client and remain dissatisfied after our process, you should contact the Bar Standards Board.
In some cases, complaints from non clients may be more appropriately handled by the Bar Standards Board from the outset.
Making a Complaint
By Telephone:
If you would prefer to raise your complaint by phone, you can contact:
Mark Fraser
Ishan Dave
By Email:
mfraser@rosecourtchambers.com
idave@rosecourtchambers.com
If your complaint relates to a member of staff, please contact:
Joel Mason, Senior Clerk | jmason@rosecourtchambers.com
If your complaint relates to the Senior Clerk, please contact Mark Fraser or Ishan Dave.
What Happens Next
A record will be made of your complaint
Your concerns will be discussed with you
We will aim to resolve the issue informally where possible
If the matter is resolved, a written record will be kept and confirmation of your satisfaction noted.
If the issue cannot be resolved informally, you will be invited to submit your complaint in writing.
Complaints in Writing
Please include:
Your name and address
The individual(s) you are complaining about
Details of your complaint
The outcome you are seeking
Please send your complaint to Mark Fraser or Ishan Dave.
Acknowledgement
We will acknowledge your complaint within two days where possible and provide details of how it will be handled.
Investigation Process
A panel led by senior members of Chambers will review your complaint
An investigator will be appointed within 14 days
The investigator will not be the individual complained about
You will be informed of:
The scope of the investigation
The expected timeframe
Outcome
You will receive a written response setting out:
The nature of the investigation
Findings on each issue raised
The reasons for those findings
Any proposed resolution where appropriate
If a response cannot be provided within 14 days, a revised timeframe will be given.
Confidentiality
All complaints are handled in confidence.
Information will only be shared where necessary to investigate and resolve the matter, including with:
Head of Chambers
Management committee
Relevant individuals involved in the complaint
The Bar Standards Board may review documentation as part of its regulatory role.
Record Keeping
We retain records of complaints and related correspondence for six years.
Anonymised records may be reviewed periodically to improve our services.
Legal Ombudsman
If you are not satisfied with the outcome of our investigation, you may refer your complaint to the Legal Ombudsman.
Contact details:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Bar Standards Board
If you are not a client, or your complaint relates to professional conduct, you should contact:
Bar Standards Board
Professional Conduct Department
289 to 293 High Holborn
London
WC1V 7JZ
Telephone: 0207 6111 444
Website: www.barstandardsboard.org.uk
Our Commitment
We take all complaints seriously and aim to resolve concerns fairly, efficiently, and transparently.
Your feedback helps us maintain and improve the quality of our services.