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Our Service

Here you will find information regarding our service to our clients, including contractual terms, our complaints procedure, reasonable adjustments, and our service standards. For regulatory information, please visit our Code of Conduct page.

Service standards

Each year we set out our service principles to our clients in one document. This can be downloaded as a PDF here: Matrix Service Standards. Please contact us if you would like it in a different format. The members and staff at Matrix are committed to excellence in all areas of service. We aim to deliver value for all our clients and welcome feedback on any aspect of the service we provide. You can provide feedback by contacting our Chief Executive, Lindsay Scott.


Matrix operates an ethical standards approach to fee negotiating and welcomes open discussions about fees and contractual terms with our clients on a case by case basis.

Standard contractual terms for members

Our members work under the standard default terms provided by the Bar Council of England & Wales, known fully as The (new) Standard Contractual Terms for the Supply of Legal Services by Barristers to Authorised Persons 2012. In addition, The Standard Contractual Terms Governing the Acceptance of Legal Aid Instructions for the Supply of Legal Services by Barristers to Authorised Persons in Civil (Non-Family) Cases are adopted in respect of civil legal aid cases. Details of both these sets of terms can be found below.


If you have an issue with the service we provide, please follow our complaints procedure, which is downloadable as a PDF here: Matrix Complaints Procedure and can be found below.

We have also prepared a client information leaflet for lay clients with information about Matrix and how lay clients may complain to the Legal Ombudsman (which can also be found below).

Equality & Diversity

Matrix is committed to the elimination of discrimination in all its activities and procedures, including the treatment of and conduct towards all who have dealings with Matrix. You can find out more through reading our Matrix Equal Opportunities and Diversity Policy (also listed below) and visiting our CSR section.

We are happy to make reasonable adjustments to our practices and facilities, including visits to our offices, in order to improve accessibility for those with disabilities or special requirements. Please contact us in order to arrange this. Our dedicated Equality and Diversity officers are Aileen McColgan and Lindsay Scott.

You can view our data regarding the diversity of our workforce, as required by the Bar Standards Board, here: Matrix Diversity Data 2015.

Investors in People

In 2014, we achieved the Investors in People Gold award, which recognises that our organisation works at the highest standard of people management. Find out more about Investors in People on their website.

Key documents