We take all complaints and feedback seriously. If you are unhappy with any aspect of the service you have received from Astons Law Chambers, we want to hear about it. Your feedback provides us with an opportunity to improve our service and understand where we have not met your expectations.

This page explains our complaints procedure, what you can expect from us, and your rights if you are not satisfied with our response. We are committed to handling all complaints fairly, transparently, and promptly.

‍

Our Commitment to Complaints

Our goal is to provide an excellent service to every client. When this does not happen, we want to put things right. We handle all complaints based on the following principles:

• Fairness: We will investigate your concerns impartially and thoroughly.
• Transparency: We will be open about our process and the reasons for our findings.
• Respect: We will treat you and your complaint with respect and courtesy.
• No Detriment: You will not be disadvantaged or penalised in any way for making a complaint.

‍

What Is a Complaint?

A complaint is any expression of dissatisfaction about the service you have received from a barrister at Astons Law Chambers or from the chambers as a whole. This could relate to, for example:

• The standard of advice or representation you received.
• A delay in responding to your communications.
• The information you were given about costs.
• Any aspect of how your case was handled.

If you are unsure whether your issue constitutes a formal complaint, we encourage you to contact us to discuss it.

‍

Step-by-Step: How to Make a Complaint

To ensure we can investigate your concerns properly, please follow the steps below.

1. Put Your Complaint in Writing

We ask that you make your complaint in writing (by email or post) so that we have a clear and complete record of the issues. This helps avoid any misunderstanding. If you have accessibility needs that make it difficult to complain in writing, please call us to discuss alternative arrangements.

Send to the Complaints Contact:Please address your written complaint to our designated Complaints Handler:

• Name: Ghulam Humayun, Barrister
• Email: ghulam@astonslaw.com
• Post: Astons Law Chambers, London, W1W 7LT
• Phone (for accessibility assistance): 07922 247 999

2. What to Include in Your Complaint

To help us investigate efficiently, please include the following information:

• Your full name and preferred contact details.
• The name of the barrister(s) or staff member(s) you are complaining about.
• A clear description of your complaint, including relevant dates.
• Any supporting documents you wish to provide.
• What you hope to achieve as an outcome.

3. Acknowledge Receipt

We will send you a written acknowledgement of your complaint, typically within seven calendar days of receiving it. This letter will confirm who is handling your complaint.

4. Investigation and Response

We will conduct a full investigation into your complaint. We aim to provide you with a detailed written response within 28 calendar days of our acknowledgement letter. For more complex matters, the investigation may take up to eight weeks. If we need more time, we will contact you to explain why and provide a new timescale.

Our Response: Our final written response will set out our findings. It will state whether the complaint has been upheld (in full or in part) or not upheld, explain our reasoning, and detail any action or remedy we propose. It will also inform you of your right to escalate the complaint.

‍

Complaints Timescales

To summarise, our target timescales are:

• Acknowledgement: Within 7 calendar days of receipt.
• Final Response: Within 28 calendar days of acknowledgement.
• Complex Cases: Up to 8 weeks, with interim updates provided.

‍

The Legal Ombudsman

If you are not satisfied with our final response, or if we have not provided a response within eight weeks, you have the right to escalate your complaint to the Legal Ombudsman.

What Is the Legal Ombudsman?

The Legal Ombudsman is an independent and impartial body that resolves complaints about legal services in England and Wales. It is a free service for consumers.

When Can You Complain to the Legal Ombudsman?

You can ask the Legal Ombudsman to look at your complaint if you are an eligible complainant (which includes individuals, micro-enterprises, smaller charities, and trustees).

Time Limits:The time limits for referring a complaint to the Legal Ombudsman will be not later than:

• One year from the date of the act or omission being complained about; or
• One year from the date when the complainant should have realised that there was cause for complaint.

(Note: You must also usually refer your complaint to the Legal Ombudsman within six months of receiving our final written response to your complaint.)

How to Contact the Legal Ombudsman

You can write to the Legal Ombudsman at:

• Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
• Telephone: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk
• Website: www.legalombudsman.org.uk

Decision Data

The Legal Ombudsman publishes data on their decisions. This data shows providers which received an ombudsman’s decision in the previous 12 months. In each case, the data shows whether the Legal Ombudsman required the provider to give the consumer a remedy.

You can access the decision data on the Legal Ombudsman’s website here:

https://www.legalombudsman.org.uk/raising-standards/data-and-decisions/

‍

Bar Standards Board

Astons Law Chambers and its barristers are regulated by the Bar Standards Board (BSB). The BSB can help you if you have concerns about a barrister's professional conduct. However, service-related complaints should be directed to the Legal Ombudsman.

You can find our barristers on the BSB Barristers' Register here:

https://www.barstandardsboard.org.uk/for-the-public/search-a-barristers-record.html

‍

Protecting Your Rights

We want to assure you that making a complaint will not in any way prejudice the handling of your case or the way you are treated by anyone at Astons Law Chambers. We value all feedback as it helps us to improve.

Questions About Making a Complaint?

‍If you have any questions about this procedure, please contact us.

This information is reviewed at least annually. Last reviewed: December 2025.

‍

All information is available in alternative formats (e.g., large print) upon request. Please contact info@astonslaw.com.