Complaints procedure

XXIV Old Buildings works hard to ensure that clients are wholly satisfied with the services they receive.  However, in the event that you have a complaint, the complaints procedure is as follows:

  1. Initial complaints should be made promptly, by telephone or letter, to Paul Horsfield (Head of Clerking) or Elizabeth Weaver (Head of the Complaints Panel).  If the complaint is against Miss Weaver, please address the complaint to either of our Head of Chambers: Elspeth Talbot Rice KC.  They will arrange to investigate the complaint thoroughly, seek to resolve it as soon as possible and notify you of the result in accordance with our Complaints Procedure.  
  2. If this does not result in a satisfactory solution, all barristers at XXIV Old Buildings are subject to a non-judicial dispute resolution procedure through the Legal Ombudsman. You must complain to the Legal Ombudsman either within six years of your barrister’s actions/failure to act, or no later than three years after you should reasonably have known there were grounds to complain. You must also complain to the Legal Ombudsman within six months of receiving your barrister’s final response to your complaint. You can call the Legal Ombudsman on 0300 555 0333 or send a letter to PO Box 6806, Wolverhampton, WV1 9WJ. Details of Legal Ombudsmen decisions can be viewed here.