Policies & procedures
It is the objective of Park Square Barristers to create a safe working environment. We promote equality and equal opportunities for all members and staff and any person who may subsequently join us.
In our continual effort for improvement, we strive to assist all employees in their professional development; regular reviews of all policies and procedures guarantee constant progression which is beneficial to both staff and clients. Progression and development will aid the controlled growth and expansion of Park Square Barristers.
- Every client is important to us, and meeting their needs is our top priority. We aim to get it right first time, every time and always aim to meet and, wherever possible, exceed our clients’ expectations.
- We work to the highest possible professional standards as defined by our governing bodies.
- We recognise that each client tends to have different needs and we tailor our services accordingly.
- All our teams undertake continuous training to keep them fully up to date and ensure the best service to our clients.
- All barristers and support team members at Park Square Barristers are bound by contractual standards which require them to keep all information concerning clients and their work strictly confidential.
- We have invested in the latest technology in order to deliver an efficient service to the highest standards.
- We protect data stored at our chambers and in turn protect our clients’ security.
- Our pricing policy aims to be open and fair and we aim to provide value for money in everything we do.
Park Square Barristers operates from Grade-II listed premises which have stairs at the front, but reasonable adjustments can and would be made for employees (actual and prospective), to accommodate physical challenges in any way reasonably practicable. Should any client or visitor with access issues require our services, alternative arrangements can be made and, ideally by prior arrangement, we can usually accommodate all reasonable requests. All our barristers will travel offsite or arrange alternative conference facilities wherever required.
Our aim is to provide a good service at all times. However, if you have a complaint, you are invited to let us know as soon as possible. It is not necessary to involve solicitors in order to make your complaint, but you are free to do so should you wish. Please note that the Legal Ombudsman, the independent complaints body for service complaints about lawyers, has a 6 year time limit (from the date of the act or omission about which you are complaining) within which to make your complaint. We must therefore consider that timeframe when deciding whether they are able to investigate your complaint. We will not deal with complaints which fall outside of the 6 year limit. As part of our commitment to client care, we make a written record of any complaint and retain all documents and correspondence generated by the complaint for a period of 6 years. Our management committee inspects an anonymised record regularly with a view to improving services.
Complaints made by telephone
If you would rather speak on the telephone about your complaint, in the first instance please call Richard Sadler, our senior clerk. We will make a note of the details of your complaint and what you would like done about it. We will discuss your concerns with you and aim to resolve them. If the matter is resolved, we will record the outcome, check that you are satisfied with it, and record that you are satisfied. You may also wish to record the outcome of the telephone discussion in writing. If your complaint is not resolved on the telephone, you will be invited to write to us about it within the next 14 days so that it can be investigated formally.
Complaints made in writing
Please provide the following details:
- Your name and address
- Which member(s) of Park Square Barristers you are complaining about
- The details of your complaint
- What you would like done about it.
Please address your letter to Richard Sadler, our senior clerk. We will, where possible, acknowledge receipt of your complaint within 2 days and provide you with details of how we will deal with your complaint. We have a panel which considers any written complaint. This is headed by David Orbaum and made up of other experienced barristers and a senior member of staff. Within 14 days of your letter being received, the heads of the panel (or their deputy, in their absence) will appoint a member of the panel to investigate your complaint. If your complaint is against the head/s of the panel, the next most senior member of the panel will investigate it. In any case, the person appointed will be someone other than the person you are complaining about. The person appointed to investigate will write to you as soon as possible to let you know they that have been appointed and that they will reply to your complaint within 14 days. If they find later that they will not be able to reply within 14 days, they will set a new date for their reply and inform you. Their reply will set out:
- The nature and scope of their investigation
- Their conclusion on each complaint and the basis for these conclusions
- Their proposals for resolving the complaint, if it is found that you are justified in your complaint.
All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary. Disclosure will be to the heads of chambers, members of our management board, and anyone involved in the complaint and its investigation. Such people will include the barrister member or staff about whom you have complained, the heads or relevant senior member of the panel, and the person who investigates the complaint. The Bar Standards Board is entitled to inspect the documents and seek information about the complaint when discharging its auditing and monitoring functions.
Complaints to the Legal Ombudsman
If you are unhappy with the outcome of our investigation, you may take up your complaint with the Legal Ombudsman, the independent complaints body for complaints about lawyers, at the conclusion of our consideration of your complaint. The Ombudsman is not able to consider your complaint until it has first been investigated by us. Please note that the Legal Ombudsman has a 6-year time limit from the date of the act or omission about which you are complaining within which to make your complaint. You can write to them at: Legal Ombudsman, PO Box 15870, Birmingham, B30 9EB Telephone: 0300 555 0333 Email: firstname.lastname@example.org
Complaints to the Bar Standards Board
If you are unhappy with the outcome of our investigation and you were not represented by the barrister you may take up your complaint with the Bar Standards Board which regulates barristers and will assess complaints. Please note that the Bar Standards Board asks for complaints to be made within 12 months of the incident complained of. You can write to them at: Assessment Team Professional Conduct Department, Bar Standards Board 289 -293 High Holborn, LondonWC1V 7HZ Telephone: 02076111444 Email: email@example.com