Last updated: June 2026

  1. This policy explains how individuals can make a complaint about the way 5 SAH Services Limited (“5SAH Chambers”) has handled their personal data, what information we may need to investigate the complaint, and when they can expect a response.
  2. 5SAH Chambers is committed to handling personal data lawfully, fairly, securely and transparently and in accordance with the UK GDPR at all times. In the event that you have a complaint about data protection, you are invited to let us know as soon as possible.
  3. It is not necessary to involve solicitors in order to make your complaint, but you are free to do so should you wish. You are also free to make your complaint through any other representative (for example a friend or relative).
  4. Under this policy 5SAH Chambers will investigate any complaint about data protection by it and its members of staff. This includes any issues about the way we have collected, used, stored, shared, retained, protected, or otherwise handled your personal data.
  5. Your complaint will be treated seriously and, in accordance with the procedures set out in this policy, it will be:
    • handled using plain and appropriate language;
    • responded to fairly, consistently and promptly;
    • assessed competently,
    • diligently and impartially; and
    • resolved at the earliest opportunity.
  6. Making a complaint is free. You will also not be disadvantaged in any other way by making a complaint (for example by delays to the progress of your case, unless the complaint directly necessitates them).
  7. 5SAH Chambers is required to have a data protection complaints procedure as set out in the Data (Use and Access) Act 2025, which amended the UK GDPR and the Data Protection Act 2018. This requirement came into force on 19 June 2026.

Making a Complaint

  1. A complaint concerning 5SAH Chambers should be made to Dave Scothern, our Chambers Director, by any means that is convenient to you, this includes by phone, email, letter or by Teams.

Email and Letter

  1. Emails should be sent to the email address clerks@5sah.co.uk and letters should be addressed to:
    • The Chambers Director
    • 5SAH Chambers
    • 5 St Andrew’s Hill
    • London
    • EC4V 5BZ
  2. Please provide as much detail as possible so that we can understand and investigate the complaint. This should include:
    • your name and contact details,
    • a description of the issue,
    • relevant dates,
    • copies of correspondence,
    • reference numbers,
    • the personal data involved,
    • and the outcome sought.

Phone/Teams

  1. If you prefer to speak to someone about your complaint, then please get in touch with Dave Scothern on 020 7732 5400. He will speak to you as soon as possible, making a note of the details of your complaint and what you would like to have done about it. He will discuss your concerns with you and aim to resolve them. If the matter is resolved he will record the outcome, check that you are satisfied with the outcome and record that you are satisfied. You may also wish to record the outcome of the discussion in writing.
  2. If your oral complaint is not resolved immediately you will be invited to write to 5 SAH Chambers about it, so it can be investigated formally. At this stage, we will also check if you would like to engage with us on accessible formats, to meet your specific information and communication needs. We will agree with you as to the best way and format for us to engage and communicate together. We will advise you on the best way to set out your concerns and complaint for the next formal investigation stage, depending on your needs and preferences.

Acknowledgement and Investigation

  1. Dave Scothern will aim to acknowledge receipt of your complaint received within 5 working days. He will then delegate the investigation of your complaint to another person or investigate it himself.
  2. The person investigating your complaint will contact you with 14 days to let you know that they have been appointed and the time when they expected to be able to determine your complaint.
  3. We aim to investigate the complaint and provide an outcome within 6 weeks. However, complex complaints may take longer to resolve. In any event, we will keep you informed and provide regular updates on the progress of the investigation.
  4. When necessary, 5SAH Chambers will request additional information or clarification to ensure our substantive response is complete.
  5. If relevant in this context, any person or persons against whom the complaint is made shall be given a proper opportunity to respond to the complaint, and present his or her account, within a time set by the person investigating the complaint within a maximum period of 14 days.

Outcome and possible remedies

  1. We will provide the complainant with a written response without undue delay once the investigation is complete. The response will explain, where appropriate:
    • what we investigated;
    • our findings and their basis;
    • whether we uphold the complaint in whole or in part;
    • any action we will take, and any further steps available to the complainant.
  2. Where a complaint is upheld, possible actions may include correcting inaccurate data, completing or revisiting a data protection request, improving security measures, changing internal processes, providing further explanation, offering an apology, updating records, or taking other appropriate remedial action.

Confidentiality

  1. All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary. Disclosure may be to the Head of Chambers, to members of our management committee and to anyone involved in the complaint and its investigation.
  2. The Information Commissioners Office (ICO) may call for and is entitled to inspect the documents and seek information about the complaint when discharging its monitoring functions. It may also be necessary for us to inform the ICO and/or our regulator, the Bar Standards Board.

Record of Complaint

  1. We will keep written records of each complaint, including the issues raised, steps taken, decisions made, communications with the complainant, and any remedial actions. We will retain all documents and correspondence generated by the complaint for a period of six years from the date of resolution of the complaint.
  2. The Chambers Director will review the record on at least annual basis with a view to identifying issues and improving services. He will report an anonymised outcome of this review annually to the management committee.

Options following Investigation of Complaint

  1. If you remain dissatisfied after receiving our response, or believe 5SAH Chambers has not handled it appropriately, you may complain directly to the Information Commissioner’s Office who can be contacted at:
    Information Commissioner’s Office
    Wycliffe House
    Water Lane
    Wilmslow
    Cheshire
    SK9 5AF
    Website: https://ico.org.uk/make-a-complaint/
    Telephone: +44 (0) 303 123 1113

Review of this Procedure

  1. This procedure will be reviewed periodically and updated where required to reflect changes in data protection law, regulatory guidance, organisational structure, or operational practice.