Complaints Handling for the Bar
Helping chambers enhance their ability to deal with complaints made against them and their colleagues effectively.
Duration
1.5 Hours
Lessons
7
CPD Hours
1
Certificate
On Completion
WHAT YOU WILL LEARN
Six practical outcomes from this training
Understand what constitutes a complaint in the context of the Bar and distinguish between different types of complaints chambers may receive
Identify common complaints made to chambers about barristers, staff, and service delivery
Manage the investigation and resolution of complaints fairly and professionally within your chambers
Craft appropriate and proportionate responses to complaints that meet the requirements of BSB guidance and best practice
Use complaints data to identify patterns and improve your chambers' policies, procedures, and service delivery
Comply with the new BSB first-tier complaints handling requirements, including the Handbook outcomes and mandatory data collection from June 2026
About this training
Complaints can feel like a threat to your chambers' reputation. But they are also an opportunity. When handled well, complaints provide valuable evidence that your chambers takes concerns seriously, resolves issues fairly, and learns from feedback. When handled poorly, they can damage relationships, create regulatory risk, and expose your set to reputational harm.
The BSB is introducing formal first-tier complaints handling rules requiring chambers to handle initial complaints internally before any referral to the BSB or Legal Ombudsman. New Handbook outcomes (C26, C27) and rules (C99–C109) will come into force along with mandatory annual data collection from June 2026. This represents a significant shift in how chambers must approach complaints management and data governance. Chambers need to prepare now.
Designed for all members and staff involved in the complaints process, this training provides an overview of best practices for complaints handling aligned with BSB guidance. Using real-life Bar-specific scenarios, the course covers what constitutes a complaint, how to manage the process fairly, how to craft responses that satisfy complainants and regulators, and how to use complaints data to improve your chambers. It is built by experienced barristers who work in-house at Briefed, advising chambers regularly on complaints issues.
Key topics
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1
What constitutes a complaint and the scope of chambers' responsibility
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2
Common complaints made to chambers about barristers and staff
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3
Managing complaints fairly and investigating fairly within your procedures
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4
Responding to complaints: timing, tone, and proportionality
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5
Using complaints data to identify systemic issues and improve chambers performance
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6
BSB first-tier complaints handling requirements and regulatory obligations
What learners say
“This training provides a practical, clear overview of how to manage complaints in chambers. The scenarios are realistic and the guidance is immediately applicable. Particularly useful for anyone involved in complaints handling, whether for the first time or with years of experience.”
Frequently asked questions
The BSB is introducing new Handbook outcomes (C26, C27) and rules (C99–C109) requiring chambers to handle initial complaints internally before referral to the BSB or Legal Ombudsman. Mandatory annual data collection begins in June 2026. While the rules are not yet in force, chambers should prepare now by establishing documented procedures, training staff, and creating systems to record and report complaints data. This training equips chambers to be ready when the requirements take effect.
Chambers must maintain a detailed complaint file containing the original complaint, the date received, details of any investigation, the response provided, the outcome, and timescales for each step. These records are essential both for managing the complaint fairly and for demonstrating compliance to the BSB. From autumn 2026, chambers will report data from these records to the BSB, so the way you record and categorise complaints now matters. This training covers what needs to be documented and how.
A complaint is an expression of dissatisfaction about a service provided or not provided, conduct of a barrister or staff member, billing, or a decision by the chambers. This includes informal concerns as well as formal written complaints. It includes complaints about service delivery, fee disputes, allegations of poor conduct, and concerns about how the barrister has handled the case. Understanding the scope is important because chambers must respond to all complaints, not just formal ones.
Best practice, aligned with Legal Ombudsman standards, is to acknowledge receipt within one working day and provide a substantive response within 28 days. If the matter requires investigation, an interim response explaining the timeline is appropriate. Delays in responding create frustration and escalate complaints. This training covers response timescales, how to manage complex investigations, and how to communicate progress to complainants.
Chambers should handle all complaints made in good faith, even if they appear unfounded. You may reject a complaint as vexatious if there is a pattern of repeated complaints from the same person that are clearly without substance, but this is rare. Refusing to engage with a legitimate complaint creates regulatory risk. This training covers which complaints chambers should handle internally and when referral to the BSB or Legal Ombudsman is appropriate, but the starting point is to listen and investigate fairly.
If your investigation reveals that a barrister or staff member has breached conduct rules, you must take action. This might include counselling, retraining, or, in serious cases, referral to the BSB. Failure to address breaches of conduct identified in complaints undermines the integrity of your complaints process and may itself trigger regulatory action. This training covers how to investigate impartially and escalate findings appropriately within your chambers.
Related training
Related services
Briefed offers advisory, audit, and policy services alongside training. If your chambers needs support beyond eLearning, we can help.