Complaints Handling at the Bar

Date: 30 October 2019

Time: 17:45 - 19:30

Complaints Handling at the Bar: Common Pitfalls and Best Practice

In conjunction with representatives from the Legal Ombudsman, the Bar Standards Board and Old Square Chambers, the Bar Council has constructed this brand-new seminar which aims to improve barristers and chambers professionals' handling of complaints.


17:45: Registration

18:00: Introduction by Chair

Carolyn Entwistle, Head of Services to the Bar, Bar Council, formerly a member of Landmark Chambers' Senior Management Team

18:05: Best Practice and Complaints Prevention

Jason Chapman, Ombudsman from the Legal Ombudsman will cover:

  • An overview of the types of complaints received about barristers by the Legal Ombudsman

  • Best practice in customer service to prevent complaints

  • Best practice in complaints handling

18:25: Complaints Handling at the Bar Standards Board                         

Paul Pretty, Head of Investigations and Hearings, Bar Standards Board

  • An overview of the nature and commonality of complaints received about barristers by the Bar Standards Board

  • Dealing with incoming information

  • Decisions after investigation

  • The tribunal process

18:45: Practical Guidance for Chambers                                                 

Sarah Earl, Chambers Director, Old Square Chambers

  • Assessing complaints received and when to refer them

  • Internal administration, quality control and responsibilities

  • Managing the expectations of complainants whilst supporting your members

  • Building resources to steer complaints handlers' through the process

19:05: Questions and Discussion

Date  Time  Location  Chambers management package* Registration
Wednesday 30 October 2019 17:45 - 19:30 Hardwicke Chambers, London 2 credit hours Fully booked

If you would like to pay the Bar Representation Fee, please contact the  Services Department

  • £72 plus VAT for those who have paid the Bar Representation Fee and chambers professionals 

  • £92 plus VAT for those who have not paid the Bar Representation Fee

Further Information 

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