Complaints Procedure

Our paperwork turnaround is 21 days however a faster turnaround (including overnight) can be requested.  Factors which may impact on turnaround time such as Barrister illness or annual leave, will be communicated to you by the Clerks upon receipt of papers or booking.

If you have a query or complaint arising out of the services of Complete Counsel please contact us either by calling 0844 225 4532 or by emailing support@completecounsel.co.uk  You will receive a response within 48 hours.

This will be an initial response which will hopefully assist in rectifying the situation. However, if this does not resolve your complaint then you should put your complaint in writing to our Practice Director Claire Labio.  This written complaint will be acknowledged in writing or by email within 48 hours of receipt with a full response following within 14 days thereafter.  Should the complaint not be satisfied – the issue will be considered and reflected upon by our Board of Directors and a response given to you within 28 days of the date of receipt of a complaint to the Board.

As the Barristers who use this service are all sole practitioners you should at first attempt to resolve your complaint directly with them.  They are all regulated by the Bar Standards Board.  The Barristers Register can be checked here: https://www.barstandardsboard.org.uk/for-the-public/search-a-barristers-record/the-barristers-register.html

If that fails and the clerking team are unable to help resolve your complaint, you should contact: www.legalombudsman.org.uk

If you wish to complain about a Barristers behaviour should contact:  https://www.barstandardsboard.org.uk/complaints-and-professional-conduct/

In accordance with the Legal Ombudsman any complaint must be raised within 12 months of the date of the act or omission that your complaint refers to.

Public Access Work

As some of our Barristers conduct public access work we are obliged to provide a link to the Public Access Guidance for Lay Clients provided by the Bar Standards Board. https://www.barstandardsboard.org.uk/resources/public-access-guidance-for-lay-clients.html

We have a fact sheet showing further information including fees and what to expect from us. Please contact the Clerks who will be pleased to provide you with a copy either by post or email support@completecounsel.co.uk

Equality and Diversity

As an employer, Complete Counsel is committed to equality and valuing diversity within its workforce.  We believe in treating everyone equally and fairly regardless of their background, ethnic origin, religion, marital status, age, gender, sexual orientation or disability.

PRIVACY NOTICE

This Privacy Policy explains how we use any personal information we collect about you when you visit this website.

Topics:

What information is being collected?

We collect information about you when you register to our mailing list.  We also collect information when you voluntarily complete surveys or feedback links which we have sent to you or sign up to attend an event.  We may collect information from other sources, such as social media platforms that may share information about how you interact with our social media content.

How we will use the information?

We will use this information to notify you of any forthcoming events, recent articles drafted which we think may be of interest to you together with news about our day to day business.  We will also use it to respond to your inquiries, provide you with legal and other services that you request, submitting invoices and to help us understand how people use our Digital Services, including by generating and analyzing statistics.

We will never sell on our contact lists or your personal details to a third party.  We may disclose information we collect to third party service providers such as web hosting companies or event organizers assisting with one of our events.  If you decide you do not wish to hear our updates you can click on the unsubscribe link in the footer of the marketing email or, alternatively, email us at any point and we will remove you from our list.

Access to your information and Correction

You have a right to request sight of any information we hold about you.  You also have a right to request that this information be deleted from our records.  Please just email or telephone us and we can arrange this.

Other Websites

Our Website contains links occasionally to other websites.  This Privacy Policy only applies to this website, so when you link to other websites you should read their Privacy Policy.  No information system can be 100% secure so we cannot be held responsible for any information you send to us over an unsecured wireless network for example.

Cookie Notice

When someone visits our website we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If you wish to block cookies you may wish to update your browser settings.

Changes to Our Privacy Policy

We keep our Privacy Policy under review and any updates will be shown on this page.

Please contact us if you have any questions about our Privacy Policy either by email or by writing to Complete Counsel, 14thFloor, The Plaza, 100 Old Hall Street, Liverpool, L2 9QJ