Designed for chambers members and staff who want to enhance their ability to deal with complaints made against chambers or colleagues and enhance their set’s ability to deal with complaints effectively.

The number of filed complaints at the Bar has consistently risen over the last number of years and the resulting knock on the profession’s reputation has made a case for urgent action.

The structure of chambers and the nature of self-employment at the Bar leaves it vulnerable to reputational damage, as historically, it hasn’t been able to efficiently manage a crisis before it is too late.

This training is designed to help you understand the root causes of complaints at the Bar, how you can deal with different complaints effectively and how you can improve your set’s ability to manage complaints through uniform processes.

What will you learn? 

After completing this course, you will:

• Understand what complaints are and why they are so important to any chambers

• Understand why clients complain and common pitfalls that warrant complaints toward chambers, members or staff

• Recognise common complaints to receive in chambers
  

• Know how to respond to complaints in verbal, written and online formats

• Be confident in handling misconduct complaints made against members or staff

• Become skilled in reviewing your chambers complaint handling process and implementing necessary changes

Who is this course for?

Barrister or chambers staff who want to:

• Understand how to appropriately receive and escalate complaints

• Ensure they are aware of their complaints obligations in line with regulating bodies

• Maintain or improve their set’s reputation as a trustworthy organisation