All barristers at Cloisters Chambers are self-employed sole practitioners. They are regulated by the Bar Standards Board (BSB) and provide legal services in accordance with the Code of Conduct set out in the BSB Handbook.

Some members of Chambers also hold additional or foreign qualifications, which are detailed on their individual profile pages.

Further regulatory information, including practising status and any disciplinary findings published in accordance with the Bar Standards Board’s policies, can be accessed via the Barristers’ Register. Alternatively, enquiries may be made directly to the Bar Standards Board on 020 7611 1444 or by email at ContactUs@BarStandardsBoard.org.uk.

Cloisters Chambers is known for its responsive, approachable and professional service. Our clerking team works closely with clients to ensure that the right barrister is instructed efficiently and appropriately for each matter.

Our barristers may be instructed through the following routes:

• Professional Client Access

• Licensed Access (including Bar Direct and Direct Professional Access)

• Foreign Lawyers

If you are unsure which route applies to you, our clerks will be happy to advise.

We act for a broad and diverse range of clients, including individuals, businesses, public bodies and professional organisations. Our work spans advisory, advocacy and dispute resolution across all our practice areas.

Fees are agreed on a case-by-case basis, reflecting the nature, complexity and requirements of each matter.

We take a transparent and commercial approach to fees and are happy to discuss the most appropriate fee structure for your case. Depending on the work involved, this may include hourly rates for advisory and drafting work, and brief and refresher fees for hearings and other appearances. Fixed fees may also be agreed where appropriate.

Professional and licensed access clients are encouraged to contact our clerks (clerks@cloisters.com) to discuss fees or to obtain a quotation.

Timescales will vary depending on the type and urgency of the work and the availability of the appropriate barrister.

Our clerks will discuss timescales at the outset of an instruction and keep clients informed throughout. We aim to respond promptly to enquiries and to manage instructions efficiently, ensuring clear communication at all stages.

OUR APPROACH

We are committed to providing a high standard of service. If you are dissatisfied with any aspect of the service provided by Chambers or a member of Chambers, please let us know as soon as possible so that we can address the issue.

Complaints should normally be raised within six months of the act or omission complained of, unless it was not reasonably practicable to do so within that time.

Our complaints procedure primarily covers complaints from clients, although Chambers may, at its discretion, consider complaints from non-clients.

HOW TO MAKE A COMPLAINT

Informal resolution

Where possible, we encourage concerns to be raised informally in the first instance, as many issues can be resolved quickly.

You may contact:

• Senior Clerk, Glenn Hudson – if the complaint relates to a barrister or clerking matter

• Chambers COO, Cherno Jagne – if the complaint relates to a member of staff who is not a clerk

• Heads of Chambers, Caspar Glyn KC and Rachel Crasnow KC – if the complaint concerns the Senior Clerk or COO, or if you are unsure who to contact

Telephone discussions will be noted and, where resolved, the outcome will be confirmed with you.

FORMAL COMPLAINT

If a complaint cannot be resolved informally, you may be invited to submit a formal complaint in writing.

Your complaint should include:

• Your name and contact details

• The person(s) you are complaining about

• Details of the complaint

• What outcome you are seeking

Written complaints should be addressed by email to Joel Donovan KC, the member of Chambers responsible for complaints. We will acknowledge receipt promptly and explain how the complaint will be handled.

Complaints are investigated by a panel member independent of the matter complained of. You will be kept informed of progress and provided with a written response setting out the outcome and, where appropriate, proposals for resolution.

CONFIDENTIALITY

All complaints are handled confidentially and in accordance with regulatory requirements. Information will be disclosed only where necessary for the investigation or where required by law or the Legal Ombudsman.

LEGAL OMBUDSMAN

If you are dissatisfied with the outcome of our internal complaints procedure, you may refer the matter to the Legal Ombudsman within six months of our final written response.

The Legal Ombudsman provides an independent and impartial complaints resolution service.

Contact details:

• Email: enquiries@legalombudsman.org.uk

• Telephone: 0300 555 0333

• Website: www.legalombudsman.org.uk