A detailed Client Care letter will be issued to clients setting out the terms of my engagement before any work is started. This will include details of any timescales for providing services as may be applicable and any relevant factors influencing this for a particular service or case. Services are tailored for each individual matter or case and we shall discuss any particular timescales required for each case individually.
As a general indication, factors which might influence timescales of a case or service include nature of the instructions, complexity of the matter and volumes/ complexity of the documents provided, any applicable inherent procedural deadlines, how quickly a client provides all the requisite information and documents (including in response to additional or special requests), any issues around my availability (which, as far as it is possible or foreseeable, I always endevour to bring to the client's attention before accepting instructions), need to use any additional resources such as translators and so on.
Direct (Public Access) guidance for lay clients:
Client complaints policy
I hope that clients will feel entirely happy with the services I provide, however in case of any issues they should be resolved in first instance directly with myself. If we are unable to resolve them and/or the client is not happy with an outcome, the client has the right to complain to the Legal Ombudsman the procedure for which can be found here. You can write to the Legal Ombudsman at: Legal Ombudsman, PO Box 6806, Wolverhampton. WV1 9WJ, telephone number: 0300 555 0333; Email: firstname.lastname@example.org. More information about the Legal Ombudsman is available on their website: http://www.legalombudsman.org.uk/. A client can generally complain to the Legal Ombudsman within one year of the problem happening; or one year from when they found out about it. Clients can ask the Legal Ombudsman to look into their complaint within six months if they are unhappy with the barrister's final response to their complaint, or if their complaint has not been dealt with in 8 weeks.
Ekaterina Sjostrand is authorised and regulated by the Bar Standards Board.