Practical advice and insights into complaints handling at the Bar
This online panel event discussed improving barristers' and chambers professionals’ handling of complaints from clients.
Find out more about the session.
This seminar will help barristers, clerks and chambers management staff to gain a better understanding of the reasons complaints are made by clients, how to try and avoid them - and when they do arise, how best to manage them.
Why attend
- Gain insight into the nature of complaints received against barristers
- Understand handling complaints from a chambers management perspective
- Hear about managing complaints from direct access clients
- Receive practical advice on how to guide clients through the complaints process
- Understand what makes a client vulnerable, and the additional support they may require during the complaints process
Programme
Jason Chapman, Ombudsman at the Legal Ombudsman, will provide insight into the different trends and areas of complaints received against barristers, and offer practical guidance on how to handle a complaint before it is escalated to the legal ombudsman.
Looking at case studies involving vulnerable clients, he will discuss what characteristics make a client more vulnerable, and how to support them through the complaint handling process. An update will also be provided on the scheme rule changes that took effect in April 2023.
Clare Bello, Chief Executive of Cornerstone Barristers and co-Chair of the LPMA, will discuss the complaint handling process from a chambers management perspective, from the acceptance of the complaint to communications with the client, and how to support barristers in chambers who are dealing with a complaint.
Clare will also talk about the changes chambers have made in order to meet the changes to the Legal Ombudsman scheme rules.
Chris Bryden, direct access barrister at 4 Kings Bench Walk, will look at managing complaints from direct access clients and the vulnerability of this particular group, focussing on the key differences of a direct access client relationship and how this impacts the complaint handling process.
Following the presentations from our three panel members, they will discuss the key challenges around complaints handling and will respond to questions from the audience.
Chair and speakers
Chair: Paul Newhall, Chief Executive at Landmark Chambers
Working closely with the members of Chambers and the Practice Directors, Paul is responsible for the strategic development and day to day operations at Landmark. His responsibilities include business and client development, finance, ICT, HR and marketing.
Prior to joining the team at Landmark he held a number of senior positions in leading UK law firms. During his early career Paul worked in the City.
Paul is co-Chair of the Chambers Management Working Group, a member of the Bar Representation Committee, and sits on the Executive Committee of the Legal Practice Management Association (LPMA).
Jason Chapman, Ombudsman at the Legal Ombudsman
Clare Bello, Chief Executive of Cornerstone Barristers and co-Chair of the LPMA
Clare Bello is the Chief Executive Officer at Cornerstone Barristers (a leading public law set). She is also the co-chair of the Legal Practice Management Association (LPMA).
Clare has over 19 years of senior management experience within the legal sector. Clare has an MBA from Cranfield University and is currently studying for a professional executive coaching certificate at Henley Business School.
Chris Bryden, Civil, Chancery and Family barrister at 4 King's Bench Walk
Chris was called to the Bar (Gray’s Inn) in 2003. He practises from 4 King’s Bench Walk, where he is joint Deputy Head of Chambers and Head of the Property and Family Groups.
He is the Chair of the Bar Council’s Direct Access Panel and has accepted instructions through Public Access since 2010.
Since 2011 he has, through Barristers Direct, provided training to members of the Bar who wish to be Public Access qualified. He has served as an elected member of the Bar Council and on the Ethics Committee, and is Vice Chair of the Public Access Bar Association.
Prices
- Full price: £66 (plus VAT)
- Bar Representation Fee member price: £52 (plus VAT)
Important notice: Due to IT maintenance work being undertaken on MyBar from 5pm on Friday 10 November to Monday 13 November, there may be a delay in you receiving the joining instructions to this event. If you have booked your place and not received the joining instructions, please email [email protected].
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- Read our Zoom statement. All Bar Council online training is held on the Zoom videoconferencing platform.
Book your place
Book your place for 'Handling client complaints'