Under proposals set out in a public consultation, the BSB is seeking to collect first-tier complaints data directly from barristers and chambers. This new requirement will apply to self-employed barristers and those working within BSB-regulated entities, though it will exclude employed barristers practicing outside of BSB oversight.
Currently, barristers are already required to record complaints they receive and document the actions taken to resolve them. However, the BSB argues that existing systems do not provide the regulator with a sufficiently comprehensive picture of client complaints and emerging trends at the Bar.
The regulator stated:
“We believe the most effective way to [gain greater oversight] is by collecting complaints data directly from the profession, in addition to our existing sources.”
The new rules will also formalise the responsibility of chambers and BSB entities to monitor complaints made against their tenants or staff. This is intended to enable regular practice management reviews, identify training needs, and intervene where patterns of poor service arise.
The BSB explained:
“We want chambers to be aware of their tenants’ standards, and for BSB entities to understand complaints within their organisation.”
The regulator believes this internal oversight will not only support professional development but also ensure that chambers are actively involved in safeguarding service standards.
By gathering complaints data centrally, the BSB will be able to take supervisory and regulatory action more proactively where necessary. It also emphasised that failure to provide the required data could itself become a regulatory matter, subject to enforcement.
The proposals reflect the Legal Services Board’s 2024 statutory statement of policy, which requires frontline legal regulators to strengthen oversight of first-tier complaints—those handled by the legal professional before matters escalate to the Legal Ombudsman (the second-tier complaints body).
The new requirements will also update the Bar’s existing complaints handling standards to ensure that processes are not only fair, prompt and effective, but also accessible and efficient, particularly for vulnerable clients and those with disabilities.
The BSB hopes to finalise the new rules by November 2025, with barristers granted at least four months to prepare for compliance. The regulator anticipates that the first submissions of complaints data will not begin until autumn 2026 at the earliest.
The consultation also seeks feedback on how barristers should submit the data—options under consideration include integrating the reporting into the existing ‘authorisation to practise’ process, creating a new digital reporting system via MyBar, or collecting the information via chambers and BSB entities directly.
BSB Director General Mark Neale stressed that the reforms are ultimately about building public trust in the complaints process and improving access to redress for all clients, particularly vulnerable individuals who may currently struggle to engage with complaints mechanisms.
“Consumers must have confidence that their complaints will be fairly assessed and dealt with efficiently, effectively and fairly at the first available opportunity.”
Neale also emphasised that greater transparency will help clients better understand their rights and encourage more meaningful feedback on how the profession handles complaints.
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