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Complaints procedure
If you are unhappy with any aspect of the service you have received from Astons Law Chambers, please raise it directly in the first instance. This page sets out how to make a complaint, what to expect in response, and how to take the matter further if you remain dissatisfied.
How complaints are investigated
Every complaint is investigated impartially and on its facts. The process, and the reasons for the outcome, are explained to you in writing. A complaint is treated as feedback on the service and is handled with courtesy at every stage.
What counts as a complaint
A complaint is any expression of dissatisfaction about the service provided by a barrister at Astons Law Chambers, or by the chambers as a whole. It may concern, 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 other aspect of how your case was handled.
If you are unsure whether your concern amounts to a formal complaint, contact the chambers to discuss it.
How to make a complaint
Make your complaint in writing, by email or post, so there is a clear and complete record of the issues raised. If an accessibility need makes it difficult to complain in writing, telephone the chambers to arrange an alternative.
Address a written complaint to the Complaints Handler:
- Name:
- Ghulam Humayun, Barrister
- Email:
- ghulam@astonslaw.com
- Post:
- Astons Law Chambers, 85 Great Portland Street, First Floor, London W1W 7LT
- Phone (for accessibility assistance):
- 07922 247 999
So the complaint can be investigated efficiently, please include:
- Your full name and preferred contact details.
- The name of the barrister or staff member the complaint concerns.
- A clear description of the complaint, with relevant dates.
- Any supporting documents you wish to provide.
- The outcome you are seeking.
After you complain
Your complaint will be acknowledged in writing within 7 calendar days of receipt. The acknowledgement confirms who is handling it. A full written response follows within 28 calendar days of the acknowledgement. For more complex matters the investigation may take up to 8 weeks; if more time is needed, you will be told why and given a new timescale.
The final written response sets out the findings of the investigation. It states whether the complaint is upheld, upheld in part, or not upheld, explains the reasons, and details any remedy proposed. It also explains your right to take the complaint further.
Complaints timescales
- Acknowledgement
- Within 7 calendar days of receipt
- Final written response
- Within 28 calendar days of acknowledgement
- Complex matters
- Up to 8 weeks, with interim updates
The Legal Ombudsman
The Legal Ombudsman is an independent body that resolves complaints about legal services in England and Wales. Its service is free to consumers. If Astons Law Chambers does not resolve your complaint to your satisfaction, or does not respond within eight weeks, you may refer the complaint to the Legal Ombudsman.
Eligible complainants include individuals, micro-enterprises, smaller charities, and trustees. A complaint must reach the Legal Ombudsman no later than:
- one year from the date of the act or omission complained about; or
- one year from the date you should reasonably have realised there was cause for complaint.
A complaint should also normally be referred within six months of receiving the final written response from Astons Law Chambers.
- Post:
- Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
- Telephone:
- 0300 555 0333
Bar Standards Board
Astons Law Chambers and its barristers are regulated by the Bar Standards Board. The Bar Standards Board considers concerns about a barrister's professional conduct. Complaints about the service itself should be directed to the Legal Ombudsman.
Making a complaint and your case
Making a complaint will not affect how your case is handled or how you are treated by anyone at Astons Law Chambers.
This procedure is reviewed at least annually. Last reviewed: December 2025. Information is available in alternative formats, such as large print, on request. Contact info@astonslaw.com.