Complaints - Legal Services

Customer satisfaction is important to GRSC

GRSC would always hope that there is never any need to complain, but have a procedure in place if needed:

1. You can choose to raise a complaint informally directly with the barrister, by emailing GRSChambers@outlook.com with the subject heading ‘informal complaint’ and set out what the complaint is and how you would hope it was remedied. The barrister will respond within 14 days.
2. If you wish to raise a formal complaint, please email GRSChambers@outlook.com with the subject heading ‘complaint’ and set out the complaint in one email.
3. Upon receipt, your complaint will receive a written acknowledgement within 5 working days.
4. All complaints will be investigated within 28 working days and receive a written response within 28 days of receipt of the complaint.
5. There are times when further time might be required to complete the investigation, but this will be communicated in writing - with the reason - within 28 working days of receipt of the complaint. 
6. If you are unhappy with the result of your complaint, you are at liberty to raise this. 
7. It might be that you would prefer a review of the complaint or my response. This is possible, for example we can engage a mediation service. I am fully committed to engaging in mediation should you wish to do so. 
8. If any of the options costs a fee, I shall notify you of this so that we can discuss it and decide on options. Quite often, mediation does attract a fee. 
9. GRSC reserves the right to take the appropriate legal action and apply the appropriate fee and/or claim for costs in respect of false claims, false reports, and misleading information relayed to third parties, including - but not an exhaustive list - acts of defamation, breach of confidentiality and any misrepresentation of information given by counsel or about counsel. 
10. Instructions to counsel in any form are taken as express permission that counsel can act at all times and fully in accordance with her professional duties. Those duties include providing honest opinion, telling you when you need a solicitor, and - during court hearings -representing you within those professional duties which include avoiding misleading the court, not lying on your behalf and ensuring that the interests of justice are protected. Additionally, one professional duty is to act in the clients best interest even if the client doesn’t agree or comprehend that. If a complaint is raised in respect of a negative advice given by counsel (expression of honest opinion) or because counsel has abided by her professional duties, counsel will be at liberty to assert that position. 

Complaints - Mediation Services

GRSC would always hope that there is never any need to complain, but have a procedure in place if needed:

1. You can choose to raise a complaint informally directly with the mediator, by emailing GRSChambers@outlook.com with the subject heading ‘informal complaint’ and set out what the complaint is and how you would hope it was remedied. The mediator will then respond in writing within 5 working days of receipt of the informal complaint.
2. If you wish to raise a formal complaint, please email GRSChambers@outlook.com with the subject heading ‘complaint’ and state the complaint, date of mediation and mediator the complaint relates to.
3. Upon receipt, your complaint will receive a written acknowledgement within 5 working days.
4. All complaints will be investigated within 21 working days and receive a written response within 21 days of receipt of the complaint.
5. There are times when further time might be required to complete the investigation, but this will be communicated in writing - with the reason - within 21 working days of receipt of the complaint. 
6. The complaint will be never be investigated by the mediator about which the complaint is about.
7. Regulated mediators will maintain a record of any complaint received, as per their regulatory requirement.
8. If you are unhappy with the result of your complaint, you are at liberty to raise this. 

Civil Mediation Council Complaints :  Complaints – Civil Mediation Council