BSB unveils far-reaching complaints overhaul
The Bar Standard Board (BSB) has unveiled a raft of new measures designed to improve chambers' complaints-handling, including the introduction of a mandatory protocol for all barristers sets. The BSB unveiled the measures today (18 March) as part of a bid to usher in greater transparency and fairness after concerns were raised at apparent inconsistencies in the way complaints had been dealt with by different chambers.
March 18, 2008 at 09:27 AM
2 minute read
The Bar Standard Board (BSB) has unveiled a raft of new measures designed to improve chambers' complaints-handling, including the introduction of a mandatory protocol for all barristers sets.
The BSB unveiled the measures today (18 March) as part of a bid to usher in greater transparency and fairness after concerns were raised at apparent inconsistencies in the way complaints had been dealt with by different chambers.
The measures include the introduction of a mandatory protocol on complaints handling for all chambers, whose performance will be monitored as part of their compliance with the Code of Conduct; amended guidance on complaints-handling for barristers sets; and improved training, with information provided in complaints set to be used to identify training needs.
Commenting on the changes, BSB chair Ruth Evans said: "Chambers should be the first point of contact for dissatisfied clients and, as such, their complaints procedures need to be transparent, independent and fair.
"I am confident the measures introduced by the BSB will provide a platform for chambers to deliver a consistent and structured approach to complaints-handling."
The news comes after the BSB, which has regulated barristers in England and Wales since its formation in 2006, earlier this year announced that it was to carry out a wide-ranging review of the Bar's future in the wake of the Legal Services Act.
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