CLIENT CARE
 
 
Complaints Procedure
 

Carilion Chambers strives to maintain the highest possible standards in both its legal practices and in the management of Chambers itself.  We do however acknowledge that there will be occasions where our standards fall short of that level and in order to mitigate those occurrences in the future we will always investigate each and every complaint thoroughly in accordance with the Bar Council Code of Conduct.

Solicitors and intermediaries are obliged to inform their lay clients that Chambers has a formal Complaints Procedure which is available on request at any time and that should the client feel the need to do so, he may make a complaint directly to Chambers without going through the solicitors.

All complaints can in the first instance be made by telephone to Chambers when an attempt will be made to resolve the issue during this first call.  If that cannot be achieved, the client will be informed of Chambers’ Complaints Procedure and given the necessary details by which to pursue the complaint further.

All complaints should be made to Chambers within 28 days of the incident about which the complaint is being made.  The Bar Standards Board’s complaints procedure has a six month time limit in which a complaint must be raised from the date of the act or omission complained of.

Fees Policy
 
Carilion Chambers offers specialist Counsel advice and representation on all employment law matters at a competitive price for respective Counsel in relation to Call and experience. We are always both flexible and transparent in all negotiations on fee matters and are willing to arrange fees at an acceptable level where fees are of a sensitive and critical nature.  The Senior Clerk is the principal point of contact regarding all fee matters.

• Decisions on all fees (Brief fees, daily rates, hourly rates, fixed fees and where appropriate Conditional Fee Arrangements) should be made prior to the commencement of the initial piece of work with the Senior Clerk.  Should the agreed rates require to be amended, the Senior Clerk will liaise directly with the client as applicable.
• Fee Notes will be rendered no later than 7 days after the conclusion of the case or in the eventuality of on-going litigation after each phase of the case unless otherwise agreed with the Senior Clerk.
• All fees fall due to be paid within 1 month of the date of the Fee Note unless prior arrangements have been made with Chambers.
• We adhere to the Bar Council Code of Conduct regarding the issuing of reminders and the management of the late payment of fees.

Equal Opportunities

Carilion Chambers adheres very strictly to its Equal Opportunities Policy, a copy of which is available from Chambers upon request.