Complaints

What is a Complaint?

A complaint is made when you tell us that you are dissatisfied with the way we have carried out our work and require us to respond or take action. Complaints are handled under the BTAS Service Complaints Policy October 2019

What can you Complain About?

BTAS can deal with complaints relating to the service that its members of staff provide.  For example, complaints might be made about:

(a) Actions or failures to act by BTAS employees in the administration of disciplinary or ICC proceedings, including mistakes or lack of care.

(b) Unreasonable delays when BTAS employees are providing services.

(c) Discourteous or unprofessional conduct by BTAS employees.

(d) Conduct that may amount to unlawful discrimination, harassment or victimisation by BTAS employees.

BTAS can also deal with complaints relating to Disciplinary Tribunal Panel Members or Inns’ Conduct Committee members where they have engaged in:

(a) Discourteous or unprofessional conduct; or,

(b) Conduct that may amount to unlawful discrimination, harassment or victimisation.

However, if you disagree with a decision made by a Disciplinary Tribunal or Inns’ Conduct Committee, this should be resolved by an appeal.

When will we not investigate a Complaint?

We will not investigate a complaint where:

(a) Another complaint has been previously been made to us about the same issue; or,

(b) It is thought to be frivolous, vexatious or malicious

BTAS will only consider complaints made within six months of the action complained of, except where reasonable excuse for the delay can be shown.  A reasonable excuse might be illness or the fact that the complainant only became aware of the actions about which s/he is complaining after the expiry of the six month period.

How can you Complain?

You can complain in writing, over the telephone or by e-mail.

Our address is:

The Bar Tribunals and Adjudication Service

The Tribunal Suite

First floor,

9 Grays Inn Square,

London WC1R 5JD

Our telephone number is: 0203 432 7350

Our e-mail address is: [email protected]

What we need from you

We would be assisted if, when making your complaint, you could provide us with:

• a clear description of the complaint, who has been involved so far and what you would like us to do to sort things out; 
• your full postal address, telephone number and email address;
• copies of any relevant documents or emails.

How we will deal with your complaint?

For our complaints procedure, see section 7 of our Service Complaints Policy. The Complaints Policy is available here:  BTAS Service Complaints Policy October 2019

Remedies

Where a complaint is upheld or partially upheld, BTAS will use best efforts to appropriately remedy the situation.

Reasonable Adjustments

We can provide literature in different formats such as Braille, large print or on audio tape or compact disc.  Please contact us if you need assistance with making a complaint.