Question
I have received a complaint from my client but it appears that most, if not all, of the complaint is about the barrister instructed on behalf of the client. How do I deal with this under my own internal complaints handling procedure and thereafter, if the matter is referred to the Legal Ombudsman?
Answer
If any of the complaint is directed to the solicitor then it must be dealt with in the usual way using the firm’s internal complaints handling procedure.
If the complaint is clearly about the barrister only, or indeed made jointly about the barrister and solicitor, then the barrister should deal with the complaint directed to him in accordance with the Bar Standard Board's own complaints handling procedure which can be found on their website.
If you require further advice or assistance on any aspect of client care or complaints handling; you can call the Law Society's Lawyerline service on 0870 606 2522 on weekdays from 09:00 to 17:00.