Complaints Procedure

Scope of Procedure.
This procedure covers complaints from members of the public and professional clients concerning chambers employees.

Where a complaint is received regarding the professional conduct of a barrister, this will be dealt with in accordance with the Bar Standards Board complaints procedure.

Statement of Policy.
Apex Chambers is committed to openess in the receipt and investigation of complaints. It has a clear process for handling such complaints including an investigation into the cause and ensuring that appropriate action is taken, where necessary. It aims to communicate with the complainant in a clear and timely manner.

Confidentiality will be maintained as far as possible and appropriate to the circumstances.

Formal Complaints - Timescales.
Complaints will be dealt with promptly and in accordance with this procedure. A formal complaint must be made as soon as reasonably possible and should be in writing. Other complaints will also be accepted verbally, if identified as a complaint at the time. All complaints will be acknowledged within seven days of receipt. Any investigation will be completed within 28 days of receipt, unless there are good reasons for the delay. Investigations will be conducted in accordance with standards of natural justice. Where possible, two members of chambers not directly involved in the complaint will undertakle the investigation. All parties to the complaint should be permitted to be accompanied by a colleague or friend at any hearing.