Complaints Procedure

You my wish to complain about the service you have received from BarnsChapel.  Set out below is our First Tier Complaints Procedure which complies with the standards required by the Cost Lawyers Standards Board (CLSB) for dealing with complaints.

Scope

BarnsChapel takes clients’ complaints very seriously and considers that, by dealing with those complaints professionally and efficiently, we are presented with an opportunity to improve our service and learn from our mistakes.

A complaint can be raised either formerly or informally, but in either case, the complaint will be carefully reviewed in order that procedures and processes can be improved so as to avoid any similar issues arising in the future.

BarnsChapel is committed to responding to each complaint promptly and impartially, whilst at the same time ensuring that there is a consistent approach across the entire complaints process in order that a response can be provided promptly, but in any event within 8 weeks of receipt of the complaint.

Defenition of Complaint

A complaint is any expression of dissatisfaction made by any client or other person having dealings with BarnsChapel.  That complaint may be made either in conversation with a member of staff, or in writing.  Complaints can, for example, be in relation to the standard of service provided, an action taken by or a failure to act by BarnsChapel or its staff, which has affected the person making the complaint.  It is not limited to those types of issue, however.

Responsibilities

The Complaints Coordinator is responsible for the coordination of the complaints process and for overseeing the process of monitoring and reporting the progress of the complaint and any responses made.

Process for Complaint Handling

Complaints should preferably be in writing and should be addressed to the Complaints Coordinator.  They should be signed by the person making the complaint and should include the relevant contact details to which the Complaints Coordinator should respond.  Email complaints should be sent to info@barnschapel.co.uk, but they can also be sent to us by post, at BarnsChapel Ltd., Egerton House, 55 Hoole Road, Chester CH2 3NJ.

We are happy to discuss complaints by telephone and the relevant details will be entered into our system, but wherever possible they should be confirmed in writing in order to avoid any confusion.  Should a complaint be made anonymously, we will be happy to deal with it in the normal way but will not be able to provide a response unless some form of contact address is provided.

All complaints will be dealt with fairly and in confidence, and the complainant will be treated with courtesy and respect throughout the process.  In return, we would also ask that a complainant also treat our staff with courtesy and respect.

Stage 1

BarnsChapel will acknowledge the complaint upon receipt and will provide contact details for the Complaints Coordinator in that acknowledgment.  We will also provide the date by which we expect to provide a full and considered response to the complaint.  We will endeavour to provide the detailed response within 7 days.

Details of the complaint will be forwarded to the appropriate member of the senior management team for them to investigate and thereafter provide an overview of their findings to the Complaints Coordinator.  The Complaints Coordinator will then forward those finding to the complainant along with information as to how BarnsChapel will resolve any issues and take steps to ensure that they are not repeated.

Whilst we endeavour to respond to complaints quickly, if the complaint is complex and requires detailed investigation, or if the member of staff to whom the complaint relates is on annual leave, this may take longer.  In any event, a full response will be sent to the complainant within 8 weeks, and during that extended period of time, the complainant will be kept up to date at all times.

Stage 2

If the complainant is dissatisfied with the response provided, they can request a review which will be provided by a Company Director.

Stage 3

If the complainant continues to be dissatisfied even following the review and it relates to the quality of service provided by the Costs Lawyer, the complainant has the right to complain to the Legal Ombudsman within 6 months of the last response received by the complainant in relation to their complaint.

The contact details for the Legal Ombudsman are:

Email:                    enquiries@legalombudsman.org.uk

Telephone:         0300 555 0333

Post:                      POBox 6806

Wolverhampton WV1 9WJ

If the complaint has not been resolved within the 8-week period permitted by the CLSB, the complainant has the right to refer a conduct complaint to the CLSB as long as no more than a year has passed since the complaint arose or since the complainant realised that they had cause for complaint.

The CLSB cannot deal with complaints in matters which are being considered in ongoing court proceedings, however.

The contact details for the Costs Lawyers Standards Board are:

Email:                    enquiries@clsb.info

Telephone:         0161 956 8969

Post:                      Centurion House

129 Deansgate

Manchester M3 3WR

Information Security Complaints

BarnsChapel will, at all times, adhere to the Data Protection Act 2018 to ensure that all personal data will be kept securely and that details of the individual’s personal data will not be disclosed to third parties without that individual’s consent.

Why not find out more about how we can help? Call us on 01244 256865 or send a message via our contact page.