Client Satisfaction Policy

Complaints Procedure – Imperium Chambers

Imperium Chambers is committed to providing a high standard of service at all times. However, if you are dissatisfied with any aspect of our service, you are entitled to make a complaint.

1. Informal resolution

In the first instance, you are encouraged to raise any concerns directly with the barrister concerned or with the clerking team. Many issues can be resolved quickly and informally at this stage.

If your concern relates to a member of staff, you may raise it with the clerks. Where appropriate, concerns may also be escalated to the Head or Deputy Head of Chambers.

We will always seek to resolve matters promptly and fairly at this stage wherever possible.

2. Formal complaint

If the matter is not resolved informally, you may submit a formal complaint.

All formal complaints must be made by email to the Director of Chambers, Nick Chuter.

Your complaint should include:

• Your full name and contact details

• The name(s) of the barrister(s) or staff member(s) involved

• Full details of your complaint

• The outcome or resolution you are seeking

3. Acknowledgement and handling

We will normally acknowledge receipt of your complaint within two working days.

We will confirm how the complaint will be handled, which may include:

• Written correspondence

• Telephone discussion

• A meeting

• Mediation

• Arbitration (by agreement of both parties)

4. Investigation and response

Your complaint will be investigated by the Director of Chambers or an appropriately appointed senior member of Chambers.

We will aim to provide a full written response within 21 days. If this is not possible, we will inform you of the reason for the delay and provide a revised timeframe.

Our written response will set out:

• The scope of the investigation

• The findings on each aspect of your complaint

• The reasons for those findings

• Any proposals for resolution, where appropriate

5. External bodies

If you remain dissatisfied after our final response, you may refer your complaint to the appropriate external body.

The Legal Ombudsman (service complaints)
You must usually refer complaints within:

• 6 years from the date of the act/omission, and

• 6 months from our final response

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

Bar Standards Board (professional misconduct complaints)
Complaints Team
Bar Standards Board
289–293 High Holborn
London WC1V 7HZ
Tel: 020 7611 1444
www.barstandardsboard.org.uk

6. Confidentiality and records

All complaints will be handled confidentially and shared only where necessary for investigation or regulatory compliance.

Records relating to complaints will be retained for six years. Complaints are reviewed periodically to ensure continuous improvement in service standards.