Client Complaints & Resolution Procedure

The Office of James Ramsden KC
Last updated: 1 October 2026

1. Our Commitment to Client Service

The Office of James Ramsden KC is committed to delivering the highest standard of advocacy, strategic advisory, and legal representation. However, if you are dissatisfied with any aspect of the service you have received, it is important that you raise your concerns as soon as possible.

All complaints are treated with strict confidentiality. Details will only be disclosed to the extent necessary to investigate the matter, to facilitate mediation or arbitration, or to comply with the auditing and monitoring requirements of the Bar Standards Board (“BSB”).

2. Raising a Concern by Telephone

Many issues can be resolved swiftly through direct communication. If you wish to raise a concern by telephone, a full record of your complaint and your desired resolution will be taken.

Every effort will be made to resolve the matter directly with you during this discussion. If the proposed resolution is satisfactory, this outcome will be formally recorded. If you remain dissatisfied, you will be invited to submit a formal written complaint.

3. Making a Formal Written Complaint

To ensure your concerns are thoroughly investigated, please submit formal complaints in writing, including the following information:

• Your full name, address, and telephone number.
• A detailed account of your complaint.
• The specific remedy or resolution you are seeking.

4. Investigation Procedure and Timelines

Upon receipt of a formal written complaint, the following procedure will be initiated:

• Acknowledgment: You will receive a written acknowledgment of your complaint within 48 hours, outlining how the matter will be handled.
• Substantive Response: A full written response will be provided within 14 days. If the complexity of the investigation requires additional time, you will be notified prior to the deadline and provided with a new anticipated response date.
• Resolution Report: The final written response will clearly set out the scope of the investigation, the conclusions reached on each point raised, the basis for those conclusions, and, where justified, proposals for resolving the matter.

Depending on the nature of the issue, resolution may be pursued through correspondence, a direct meeting, or the appointment of an independent mediator. If both parties agree, a barrister with relevant subject-matter expertise may be appointed as an arbitrator through the Bar Sole Practitioners Group (“BSPG”) or the local Circuit to provide a binding decision.

5. Escalation to the Legal Ombudsman

If you are a client and remain dissatisfied following the conclusion of the internal complaints process, you have the right to escalate your complaint to the Legal Ombudsman.

Please note that the Legal Ombudsman operates under strict time limits. They will generally only investigate complaints if they are referred:

• Within six months of receiving a final written response from this office regarding your complaint; and
• Within six years of the act or omission that caused the complaint; or
• Within three years from the date you should reasonably have known there were grounds for a complaint (if the act or omission occurred more than six years ago).

The Ombudsman may extend these limits only in exceptional circumstances. Complaints falling outside these timeframes will typically not be investigated by this office or the Ombudsman.

Legal Ombudsman Contact Details:

• Address: PO Box 6806, Wolverhampton, WV1 9WJ
• Telephone: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk

6. Non-Client Complaints

The Legal Ombudsman's jurisdiction is restricted to complaints brought by consumers (clients). If you are not a client of James Ramsden KC, the ability to investigate and resolve your complaint internally may be limited.

Upon receipt of a complaint from a non-client, an initial assessment will be made. If the issues raised are better suited to formal disciplinary processes, the matter will not be investigated internally, and you will be directed to the Bar Standards Board. If you are dissatisfied with an internal investigation as a non-client, you should also contact the BSB.

Bar Standards Board Contact Details:

• Address: Professional Conduct Department, 289-293 High Holborn, London, WC1V 7JZ
• Telephone: 0207 6111 444
• Website: www.barstandardsboard.org.uk

7. Record Retention

To ensure the continuous monitoring of service standards, all correspondence and documentation relating to complaints will be retained securely for a period of six years. These records are reviewed on an annual basis to ensure ongoing excellence in client care.