Policies

Instruction and Engagement of Barristers

Barristers at Duxton Hill Chambers London are independent practitioners regulated by The Bar Standards Board (BSB) of England and Wales. Each barrister holds a current practising certificate and complies with the BSB Code of Conduct. Their professional details, including any disciplinary findings and authorisation status, can be found on the Bar Standards Board’s online register. VAT registration information is available through the Administrative Team.

Instructing a Barrister

Barristers at Duxton Hill Chambers London accept instructions from solicitors, authorised litigators, in-house legal teams, and recognised legal advice services. They may also be instructed by qualified overseas lawyers and, under certain conditions, directly by individuals or organisations through specific access schemes.

International clients may also engage barristers directly where the legal work is primarily based outside England and Wales, or where the client is located overseas and the work does not involve court advocacy within this jurisdiction.

How to Instruct

Clients can begin the process by contacting the Administrative Team via phone or email to outline their legal needs. The Administrative Team will provide guidance and help match clients with a suitable barrister.

Fees and Engagement Terms

Barristers typically work on either a fixed-fee or hourly-rate basis. The terms of engagement, including agreed fees and scope of work, are clearly outlined in a Client Care Letter. This document forms the contract between the barrister and the client. In most cases, fees must be agreed and paid before work begins.

Areas of Legal Service

Barristers at Duxton Hill Chambers London advise on a wide range of legal issues, particularly in litigation, arbitration, and mediation. Services include:

  • Legal advice and case analysis at all stages of a dispute
  • Drafting legal documents and commercial contracts
  • Written or oral legal opinions on English or Singapore law
  • Acting as arbitrators or mediators in domestic and international disputes
  • Giving expert evidence in foreign proceedings involving English or Singapore law
  • Court and Tribunal Representation

Barristers regularly appear in all levels of the English courts, including the High Court, Court of Appeal, and Supreme Court, as well as before specialist tribunals and public inquiries. They also represent clients internationally in arbitration centres and courts across Asia, the Middle East, Europe, the Caribbean, and other jurisdictions.

Professional Indemnity Insurance

All practising barristers at Duxton Hill Chambers London are covered by professional indemnity insurance provided by the Bar Mutual Indemnity Fund. This coverage is worldwide, subject to the fund’s terms.

Public Access Work

Members of Duxton Hill Chambers London do not ordinarily conduct public access work, if you have a question about public access work, please contact the Administrative Team.

Social Responsibility

At Duxton Hill Chambers London, we are committed to conducting our legal practice with a strong sense of social responsibility. We believe in contributing to the legal profession and the wider community through inclusive outreach, sustainability efforts, and ethical business practices.

Pro Bono Work

Our members regularly take on pro bono cases to support individuals who may otherwise be unable to obtain legal assistance. This work reflects our belief in fairness, justice, and the professional duty to give back.

Mentorship and Inclusion

Duxton Hill Chambers London supports aspiring barristers from underrepresented backgrounds through active mentoring and outreach. We engage with students and early-career professionals who may face additional barriers entering the profession - including, but not limited to, women, ethnic minorities, individuals with disabilities, those from lower-income backgrounds, and people with care experience.

Our barristers participate in mentoring initiatives and regularly speak at events aimed at encouraging a more diverse intake at the Bar. We are committed to helping broaden access to legal careers and ensuring that talent from all backgrounds is welcomed and supported.

Environmental Responsibility

We are dedicated to running our operations in an environmentally conscious manner. Our approach includes sourcing energy responsibly, reducing waste, printing only when necessary, and recycling wherever possible. We continuously review and improve our sustainability policies to ensure that our impact on the environment is minimised and aligned with best practices.

Ethical and Responsible Business Practices

Duxton Hill Chambers London operates with professionalism, transparency, and accountability in all areas of business. Our core policies reflect our commitment to high standards, including:

  • Clear and fair terms of engagement that address confidentiality, fees, and conflicts of interest
  • A commitment to delivering quality legal services throughout the life of every case
  • Compliance with anti-money laundering and anti-bribery obligations
  • Upholding ethical standards and maintaining a zero-tolerance approach to modern slavery
  • A robust business continuity and risk management framework to ensure stability and client service

These principles guide how we work with clients, partners, and the wider legal community. We aim to build lasting relationships founded on trust, responsibility, and a shared commitment to excellence.

Equality and Diversity

At Duxton Hill Chambers London, we are dedicated to cultivating a workplace where inclusivity, fairness, and respect are central to everything we do. We believe that everyone should be treated equally, and we actively work to remove discrimination from all aspects of our professional environment.

We are firmly against any form of unfair treatment or prejudice based on race, ethnicity, nationality, citizenship, gender, gender identity, sexual orientation, marital or partnership status, age, disability, religion, belief, political views, pregnancy, or parental status. This commitment extends across all areas of chamber life, including recruitment, client relations, work distribution, and career development.

Our recruitment processes are built on objectivity and transparency. We use structured evaluations, anonymous application reviews, and standardised criteria to reduce bias and promote fairness. We actively welcome candidates from underrepresented communities and are committed to improving diversity within the profession.

We provide equal access to training, mentorship, and professional growth opportunities. Our systems for allocating work and evaluating progression are regularly assessed to ensure consistency and impartiality. We are committed to removing any systemic barriers that may hinder equitable outcomes.

We also understand the importance of supporting the personal needs of our members and staff. To that end, we offer flexible working options, parental support policies, and career breaks. We are committed to making reasonable accommodations for individuals with disabilities to ensure full participation in chambers life.

Business development opportunities and allocation of cases are handled with fairness in mind. We closely monitor these processes to ensure that no individual is overlooked and that merit remains the foundation for advancement.

We take reports of discrimination or unfair treatment seriously. Any individual who has concerns is encouraged to speak confidentially with the Head of Chambers. All issues will be dealt with under the appropriate internal procedures.

Accessibility remains a priority for Duxton Hill Chambers London. We make adjustments as needed to ensure that our premises, systems, and practices are inclusive and welcoming for everyone.

This policy reflects our ongoing pledge to uphold principles of equality, diversity, and inclusion. We understand that real change requires continuous effort, and we are committed to maintaining a professional environment where everyone can reach their potential, free from bias or exclusion.

Complaints

Duxton Hill Chambers London is committed to providing the highest level of service to all clients. While we strive for exemplary service at all times, we recognise that there may be occasions when you feel the need to raise a complaint. This policy sets out how you can do so, the process we follow in handling complaints, and the options available to you if you remain dissatisfied.

Commitment to Service

We take all complaints seriously and treat them as opportunities to improve our services.

Making a Complaint

You may make a complaint without involving a solicitor, though you are free to do so if you wish. Complaints can be made:

  • By telephone, or
  • In writing.

We encourage you to raise any concerns as soon as possible and preferably directly with the individual concerned. If you prefer, you may contact a senior member of staff to discuss your concerns informally.

Contact Point for Complaints

  • Practice Manager

Responsible for handling complaints formally via telephone or writing.

Telephone: +65 6817 9173

Email: adminsg@duxtonhill.net

If you choose to make your complaint by telephone:

  • The Practice Manager will record details of your complaint and discuss your concerns with you.
  • An effort will be made to resolve your complaint immediately.
  • If resolved, the outcome and your satisfaction will be confirmed and recorded.
  • You will receive written confirmation of the resolution for your records.
  • If unresolved, you will be invited to submit your complaint in writing within 14 days for formal investigation.

Complaints Made in Writing

When submitting a written complaint please include:

  • Your full name and address;
  • The name(s) of the barrister(s) or staff member(s) you are complaining about;
  • Detailed description of your complaint;
  • The outcome or resolution you seek.

Please address your written complaint to the Practice Manager or Head of Chambers, depending on the seniority or nature of your issue:

  • Benjamin Tan, Practice Manager

Floors 2 & 3, 16 Old Buildings, Lincoln’s Inn, London WC2A 3UP, United Kingdom

  • Toby Thomas Landau KC, Head of Chambers

Floors 2 & 3, 16 Old Buildings, Lincoln’s Inn, London WC2A 3UP, United Kingdom

You will receive an acknowledgement of your complaint within seven calendar days, outlining how we intend to handle your complaint.

Investigation and Response

  • The Complaints Officer will conduct a thorough investigation and aim to respond within 28 to 42 calendar days.
  • If more time is required, you will be informed of the reason and a new response date.
  • The response will include:
  • The scope and findings of the investigation;
  • Conclusions on each aspect of the complaint;
  • Any proposed resolutions, if appropriate.
  • In some cases, the complaint may be escalated to a Panel or a senior barrister for independent review. You will be informed accordingly.

Confidentiality

All communication and documents relating to complaints will remain confidential and will only be shared with those directly involved in the investigation or where required by regulatory authorities.

Record-Keeping

We maintain a central, confidential record of all complaints and correspondence related to complaints for a minimum of six years from the date of the event complained of. Records are regularly reviewed to identify any necessary improvements in service.

Time Limits for Complaints

Please note the following important time limits regarding complaints:

  • The Legal Ombudsman may only investigate complaints:
  • Within one year from the date of the relevant act or omission; or
  • Within one year of when you reasonably became aware of grounds to complain;
  • And within six months of receiving the final response from Chambers.
  • Chambers will generally only consider complaints within these timeframes unless exceptional circumstances apply.
  • The Legal Ombudsman may extend these limits in exceptional cases.

Escalation and External Bodies

If you are dissatisfied with the final response from Chambers, you may escalate your complaint to the following independent bodies:

  • Legal Ombudsman (for service issues from clients)

PO Box 6167

Slough, SL1 0EH

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

  • Bar Standards Board (for professional conduct complaints or non-clients)

Complaints Department

289-293 High Holborn

London, WC1V 7HZ

Telephone: 020 7611 1444

Website: www.barstandardsboard.org.uk

Additional Information

  • If your complaint involves a potential insurance claim, insurers may need to be notified, which could affect the timing of our response.
  • Only clients are eligible to raise service complaints with the Legal Ombudsman.
  • Non-client complainants may be directed to the Bar Standards Board.
  • A hard copy of this Complaints Policy is available upon request.
  • We aim to resolve complaints fairly and promptly to maintain and enhance our standards of service. Your feedback is valuable to us.