Complaints Procedure

Complaints Procedure

DomainDisputes.net is a trading style of Richard Hanstock, a barrister regulated by the Bar Standards Board.

  1. The aim is to give all clients a good service at all times. However, if a complaint arises, it should be raised as soon as possible, by telephone or in writing. Complaints will be treated as confidential although they may be discussed with other barristers or officials from the Bar Standards Board as part of their monitoring functions. Names will not be revealed to others unless an independent person is appointed to investigate a complaint or mediation is set up. Complaints will be dealt with promptly.

  2. Please note that the Legal Ombudsman, the independent complaints body for service complaints about lawyers, has time limits in which a complaint must be raised with them. From 1 April 2023, the time limits are:

    a) The complainant must refer the complaint to the Legal Ombudsman no later than one year from the act/omission, or one year from when the complainant should reasonably have known there was cause for complaint.

    b) The complainant must also refer the complaint to the Legal Ombudsman within six months of the complaint receiving a final response from their lawyer, if that response complies with the requirements in rule 4.4 of the Scheme Rules (which requires the response to include prominently an explanation that the Legal Ombudsman was available if the complainant remained dissatisfied, and the provision of full contact details for the Ombudsman and a warning that the complaint must be referred to them within six months).

  3. Regard must be had to that timeframe when deciding whether it is possible to investigate a complaint. Complaints that fall outside of the Legal Ombudsman’s time limits will not therefore usually be dealt with. The Ombudsman can extend the time limit if it considers that it is fair and reasonable to do so.

  4. The Ombudsman will also only deal with complaints from consumers. This means that only complaints from the barrister’s client are within their jurisdiction. Non-clients who are not satisfied with the outcome of the investigation should contact the Bar Standards Board rather than the Legal Ombudsman.

  5. It should be noted that it may not always be possible to investigate a complaint brought by a non-client. This is because the ability to satisfactorily investigate and resolve such matters is limited and complaints of this nature are often better suited to the disciplinary processes maintained by the Bar Standards Board.

Contact Details

Legal Ombudsman:

Bar Standards Board: