John Pugh's Chambers
707 - 709
The Corn Exchange
Fenwick Street
Liverpool
L2 7RB

Specialists in consumer credit and commercial debt litigation

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John Pugh LLB (Hons)
Barrister

Eileen Ashton JP LLB (Hons)
Practice Manager

Suzanne Thomas
Administrator

Complaints

It is hoped we will never give you reason to complain about us but in the event you do we have set out below a simple and straightforward complaints procedure approved by the Bar Standards Board to which we will adhere.

JOHN PUGH'S CHAMBERS COMPLAINTS PROCEDURE

1. My aim is to give you good service at all times. However if you have a complaint please let me know as soon as possible, by telephone or in writing.

Complaints made by telephone

2. If you wish to make a complaint by telephone I will make a note of the details of your complaint and what you would like done about it. I will endeavour to resolve matters with you on the telephone if you wish; alternatively you may prefer to write about your complaint (see below). If after discussion you are satisfied with the outcome I will make a note of the outcome and the fact that your are satisfied. You may also wish to record the outcome of our discussion.

Complaints made in writing

3. If your complaint is not resolved over the telephone or if you do not want to make a telephone complaint please write to me. Please give the following details:-
Your name and address
The detail of your complaint
The outcome you wish to achieve.

4. I will normally reply to your letter within 14 days of receiving it. If that is not possible you will be given a date by which I will reply.

If you are unhappy with the outcome of my investigation and you fall within their jurisdiction 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 Chambers. Please note the timeframe for referral of complaints to the Ombudsman. The time limits are:

a) Six years from the date of the act/omission

b) Three years from the date that the complainant should reasonably have known there were grounds for complaint (if the act/omission took place before the 6 October 2010 or was more than six years ago)

c) 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

The Ombudsman can extend the time limit in exceptional circumstances. Chambers must therefore have regard to that timeframe when deciding whether they are able to investigate your complaint. Chambers will not therefore usually deal with complaints that fall outside of the Legal Ombudsman's time limits

You can write to them at:

Legal Ombudsman
PO Box 6806,
Wolverhampton
WV1 9WJ

Telephone number: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

15. If you are not the barrister's client and are unhappy with the outcome of our investigation then please contact the Bar Standards Board at:

Bar Standards Board
Professional Conduct Department
289-293 High Holborn
London
WC1V 7JZ

Telephone number: 0207 6111 444
Website : www.barstandardsboard.org.uk 
Tel: 0151 236 5415        Fax: 0151 227 5468        Email: Info@johnpughschambers.co.uk        DX 14182 Liverpool