Virtue Chambers Complaints Procedure

 

Virtue Chambers is dedicated to providing exceptional service. If you have any concerns about the services provided by our barristers or staff, please inform us immediately.

We encourage you to initially address any day-to-day concerns directly with the involved barrister or our clerking team, specifically the Senior Practice Manager. Concerns about staff members should be directed to Steven Newbery, our Director of Operations. We hope to resolve issues promptly and satisfactorily at this stage.

 

Formal Complaints Procedure

 

If your concerns are not addressed to your satisfaction, you may wish to file a formal complaint. Please send your formal complaint to Steven Newbery at snewbery@virtuechambers.com. Include your name, address, the person(s) you are complaining about, and details of the complaint. Additionally, specify your desired outcome.

 

Investigation Process

 

Within 21 days of receiving your complaint, the Executive Team , will investigate in collaboration with necessary personnel. If the complaint involves a member of the Executive Team, it will be handled by the next senior member of our Management Team. The investigator will be independent of the complaint.

The investigator will acknowledge receipt of your complaint promptly and will provide a detailed response within 21 days. If more time is needed, you will be informed of the new response date. The response will include the investigation’s scope, conclusions, and any proposals for resolution if your complaint is upheld.

 

Confidentiality

 

All complaint-related discussions and documents will remain confidential and disclosed only as necessary. Relevant parties include the Head of Chambers, Director of Operations, and Senior Practice Manager, as well as the involved barrister or staff member. By filing a complaint, you authorise access to all pertinent documents and correspondence.

 

Policy on Complaints

 

As part of our client care commitment, we maintain written records of all formal complaints.

Complaints to the Legal Ombudsman

If you prefer not to use our procedure or are dissatisfied with the outcome, you may contact the Legal Ombudsman at:: https://www.legalombudsman.org.uk