The Bar Standards Board (BSB) is set for a major overhaul of its complaints-handling procedures after the body's independent Complaints Commissioner today (3 July) said the current system was in need of "significant improvement".

Unveiling the findings of his root-and-branch review into the Bar's disciplinary processes, Rob Behrens called for a raft of reforms to streamline complaints-handling.

Among 52 recommendations, Behrens advocates consolidating the four existing adjudicating complaints panels into a single disciplinary tribunal and extending the powers of the Complaints Commissioner to cover allegations of inadequate professional service as well as some professional misconduct cases.

Other proposals include the setting of performance targets for resolving complaints; doubling the lay membership of the Complaints Committee over the next four years; the introduction of new non-disciplinary powers to address "improper behaviour" by barristers; and the creation of online processes and a telephone helpline for submitting complaints.

Behrens said: "The quality of decision-making, based on rules set out in the Code of Conduct, is high. Nevertheless, the system is in need of significant improvement."

He added: "Complainants are right to expect the basic features of a modern, consumer-facing complaints system, such as a helpline, online complaints submission and published service standards."

BSB chair Ruth Evans called the findings "sensible and thoughtful", commenting: "I expect the Board will agree to implement most, if not all, of the recommendations and we will be producing an action plan for implementation very shortly."

The findings come after the BSB last month announced ambitious plans to rewrite the Bar rulebook governing barristers' conduct.