New BSB first-tier complaints rules and best practice in complaints handling
The Bar Standards Board (BSB) recently announced the introduction of new rules on first-tier complaints handling, and the collection and reporting complaints data. The new rules take effect on Monday 15 June.
Our complaints webinar will help you navigate these new rules. We'll talk you through how to adapt your policies and processes to comply with the new rules.
Representatives will give practical advice on first tier complaints handling, including how to support clients and barristers through the complaints process. For example, what's within scope, communication, investigation, feedback to barristers, keeping a record.
Why attend?
-
Understand the new rules and recieve useful resources
-
We'll help you adapt your policies and processes to comply with the new rules
-
Find out more about the timeframe for compliance
Who is this for?
Our webinar will be of particular interest to those that lead on complaints handling policy and practice within chambers, for example:
-
Practice managers
-
Clerks
-
Heads of chambers
Speakers
Nicky Leighton, Customer Insights Manager, the Barrister Group will also be speaking at this event.
Nicky has an extensive background in complaints handling in a variety of sectors, including the NHS and social housing and was drawn to the legal industry having recently completed her LLB degree.
Having joined The Barrister Group in March 2024, Nicky is employed as Professional Standards Manager and is responsible for handling formal complaints from both professional and lay clients. Her work with Barrister Connect, one of the largest direct access platforms in the UK, has positioned her as a specialist in public access complaints. She is passionate about using complaints as a source of learning to identify and deliver service improvements.
Rob Wagg, CEO of New Park Court Chambers
Rob Wagg joing New Prk Court Chambers in 2022 and is now CEO. He previously served for some 23 years in the Royal Air Force across several senior officer appointments, before joining Atkins in 2020, the global consultancy firm, where he led a team of 136 multi-disciplinary consultants.
He holds an MBA from Cranfield University at Distinction Level and a First-Class Honours Degree in Business Management from the University of Lincoln. He has a Chartered Management Institute Level 7 in Strategic Management and Leadership.
Rob is a member of our Representation Committee, Chambers Management Panel, and the North Eastern Circuit Diversity Committee, and lectures at several Universities.
Ahmet Arikan, Bar Standard Boards, Senior Policy Officer
Ahmet Arikan is a senior policy officer at the Bar Standards Boards in the strategy, policy and insights team. He leads the BSB’s access policy, including the recent changes to BSB’s first-tier complaints rules and arrangements
Price
- Full price: £66 (plus VAT)
- Bar Representation Fee member price: £52 (plus VAT)
Before you book
Please read our terms and conditions and privacy statement before booking.
All Bar Council online training is held on the Zoom videoconferencing platform. Please ensure you read our Zoom statement before booking.
Due to changes in VAT regulations effective from 1 January 2025, we will no longer be offering online events to attendees based outside of the United Kingdom (UK). As a result, this event is only available to individuals and organisations that are based within the UK. By booking this online event you are confirming that you are based within the UK.
Book your place
Join us online for 'Handling client complaints'