Standards of Service

4-5 Gray’s Inn Square is committed to a modern, flexible and friendly approach providing our clients with the highest quality of service. We welcome feedback on the quality of our legal services and our administration in order to monitor our quality standards and make improvements where necessary.

1. Instructing Us
We aim to make the process of instructing us simple, with a straight-forward, user-friendly approach designed to ensure that clients receive the standard of service they require. We understand the need to be flexible and to work together as a team to provide practical solutions. Our clerks will help our clients to find the barrister best suited to their needs.

2. Fees
We strive to provide a very high quality service at competitive rates. The clerks’ team is willing to discuss any aspect of Chambers’ procedure and fee charging in an effort to accommodate individual requirements. We are always willing to discuss individual requirements in advance. The clerks are sensitive to market forces, and maintain an open and flexible approach to fee structures.

At the outset of accepting any instructions we will agree with the client the basis on which fees will be charged. Hourly rates for members of chambers vary, and are available upon application Our policy is to promote transparency at all times with regard to fee structures and on request we can construct estimates of the overall fees likely to be involved.

3. Standard Terms of Business
We will render a fee note for our work upon request, should there be a pause in proceedings or at an appropriate stage in on-going litigation. Unless otherwise agreed, our standard terms of business are to request payment of counsel’s fees by the instructing client within 30 days of receipt of a fee note irrespective of whether they have been put in funds by their own client, in accordance with the Bar Council’s “The Terms of Work on which Barristers Offer their Services to Solicitors and the Withdrawal of Credit Scheme”. If a client anticipates that this will present a problem, he/she should discuss the details with either the clerking team leader or our fees administrator Barbara Morris at the earliest opportunity.

4. Timescales
We will aim to reach agreement with the client as soon as practicable after receipt of written instructions the timescale within which the barrister will undertake the relevant work, having regard to the amount of work required and complexity of the case. We aim to turn written work around within 10 working days (or any lesser period that has been agreed in advance or which is clearly marked on the outside of the instructions). However, sometimes other commitments and pressure of work make this impossible, in which case we will get in touch without delay in order to make appropriate arrangements. Where due to unforeseen circumstances there is likely to be a delay in meeting any such agreed timetable, the barrister or barrister’s clerk will keep the client fully informed of progress.

5. Delivery of Services
Members of Chambers are available to provide advice and assistance through formal written opinions, in conference, by fax and e-mail, or by telephone. For the convenience of clients, members are happy to attend conferences at clients' offices, both inside and outside London.

Our offices at 4-5 Gray’s Inn Square include facilities for client conferences, web access and access for disabled clients. We will consider all requests for reasonable adjustments to be made to our facilities in order to assist any disabled person wishing to use our services.

6. Conflicts of Interest
4-5 routinely checks for potential conflicts of interest on receipt of every instruction received into Chambers. Clients are therefore kindly requested to inform us of the names of all parties involved in a potential matter. Where a potential conflict is identified, we will immediately inform the client and agree with them the appropriate action to be taken.

The clerks are organised into separate teams. Each team is assigned to individual barristers in such a way as to avoid conflicts of interest or any issue as to confidentiality with respect to other members of Chambers. We also recognise the absolute importance of client confidentiality. Due to the number of specialist counsel in these Chambers, we are often instructed on both sides of a case. We have a conflicts policy which operates where these circumstances arise.

7. Complaints
Chambers aims to provide the highest possible standards of advocacy, advice and service. In the unlikely event If at any time you experience difficulties in your dealings with any member of Chambers or any member of our staff, or have any comments to offer, please contact Michael Kaplan, the Senior Clerk. We welcome and take seriously all comments from our clients and have internal procedures for addressing their concerns. A full investigation will be conducted and proper explanation given to the client. The Head of Chambers will monitor the process.

You may also, or alternatively, make a complaint to the Bar Standards Board which is the body set up to oversee the standards of the profession. Their policy can be found on their web site at www.barstandardsboard.org.uk or they can be contacted on 020 7611 1444 and they will guide you on how to make a complaint.

8. Diversity
The barristers and clerks of 4-5 Gray's Inn Square are fully committed to the principle of equality of opportunity irrespective of age, disability, marital status, race, religion, sex or sexual orientation.