Complaints Policy

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, in line with the principles of our hands-on, client-focused approach.

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.
2. 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, WC2E 9RZ
   Phone (for accessibility assistance): 07922247999
3. What to Include in Your Complaint
   To help us investigate efficiently, please include the following information:
4. • 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.

4. 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.
5. 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.
6. 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.

What Information Should You Include?

Providing detailed information helps us to investigate your complaint thoroughly. Please try to include:

• A clear chronological account of events.
• Specific dates, times, and locations where possible.
• Copies of any relevant letters, emails, or documents.
• Details of any financial loss or other impact the issue has caused.
• The resolution you are seeking (e.g., an apology, a fee reduction, or a change in procedure).

Who Handles Complaints?

Ghulam Humayun is the designated Complaints Handler for Astons Law Chambers. If a complaint concerns him, it will be passed to another senior member of chambers or an independent external reviewer to ensure impartiality. We have clear procedures to manage any conflicts of interest.

What Happens to Your Complaint?

The investigation will involve a thorough review of your case file and all relevant documentation. The person investigating may speak with the barrister or staff member concerned to hear their account. We will consider the facts of the case against the standards set out in the BSB Handbook and Code of Conduct. We will keep a confidential record of your complaint and our investigation.

Complaints About Fees

If you have a concern about a fee note, we encourage you to raise it with us as soon as possible, as many issues can be resolved with a simple explanation or correction. If the matter remains unresolved, you can make a formal complaint using the procedure outlined above. Any potential fee adjustment will be considered as part of the investigation on a case-by-case basis.

Your Right to Escalate

If you are not satisfied with our final response, you have the right to escalate your complaint to the Legal Ombudsman. You may also be able to request an internal review by another senior barrister within chambers before approaching the Ombudsman. Our final response letter will explain these options.

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). You must refer your complaint to the Ombudsman within the following time limits:

• Within six months of receiving our final written response to your complaint;
  AND
• No more than six years from the date of the act/omission you are complaining about; or
• No more than three years from when you should reasonably have known there was cause for complaint.

How to Contact the Legal Ombudsman

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

You can find further information, including data on decisions made by the Legal Ombudsman, here: http://www.legalombudsman.org.uk/raising-standards/data-and-decisions/#ombudsman-decision-data

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.

What If You Have a Concern But Haven’t Complained Yet?

If you have a concern, we encourage you to raise it informally with your barrister or our chambers staff at the earliest opportunity. Many issues can be resolved quickly and simply without needing a formal complaint.

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.‍

Please note that our 24/7 contact number is for urgent legal assistance only. Complaints correspondence will be handled during normal business hours and acknowledged within the timescales stated above.

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