BSB seeks views on complaint handling

The Bar Standards Board (BSB) has today launched a consultation inviting views on how to improve the Bar’s approach to handling first-tier complaints, which are managed directly by barristers or chambers instead of the Legal Ombudsman. This initiative aims to enhance the outcomes for consumers of barrister services, particularly for those who are disabled or vulnerable, ensuring they receive the necessary support and information to voice their complaints.

As part of the consultation, the BSB is proposing to collect and analyse first-tier complaints data from the Bar for the first time on a comprehensive, sector-wide basis. Stakeholders are encouraged to share their opinions on effective and proportionate methods for data collection as part of this process.

Mark Neale, Director General of the BSB, emphasised the importance of the initiative by stating “We aim to help people better understand their rights and know how to complain when things go wrong." The proposals will not only assist vulnerable individuals but also encourage feedback on the profession's handling of complaints, fostering consumer confidence that complaints will be fairly assessed and resolved promptly.

Written responses to the consultation are welcomed until Wednesday 6 August 2025, ahead of the implementation of a new regulatory regime for first-tier complaints, expected in November 2025. Further information regarding next steps and responses to the consultation will be provided in September.

Additionally, the BSB is seeking stakeholder views on the impacts of changes to the BSB Handbook, the timing for implementing new data collection requirements, and overall strategies for collecting regulatory data from the Bar. By engaging with stakeholders on these matters, the BSB aims to ensure improvements align with the best practices observed among its peer legal regulators.