BSB Consults on New Requirements to Report Client Complaints
The Bar Standards Board (BSB) has launched a public consultation on proposals that would require barristers to report all client complaints to both their chambers and the regulator. The new rules, if adopted, would apply to self-employed barristers and those working in BSB-regulated entities, excluding employed barristers practising outside the BSB’s regulatory remit.
The proposed measures are intended to enhance the BSB’s oversight of first-tier complaints—those dealt with directly by the legal professional—before matters escalate to the Legal Ombudsman. They also aim to support consumer confidence, increase transparency, and identify patterns of concern across the profession.
A New Reporting Obligation
Currently, barristers must record complaints and the actions taken to address them, but this information is not routinely shared with the BSB. Under the new proposals, barristers and BSB-regulated entities would be required to submit complaint data directly to the regulator.
The BSB believes this change will provide a clearer picture of how complaints are being handled and where improvements may be required. It is also considering how this data should be submitted—whether via the annual authorisation to practise process, through a new function on the MyBar portal, or by collection from chambers and entities.
Strengthening Internal Oversight
In addition to individual barristers reporting complaints, the BSB is proposing to formalise the responsibility of chambers and BSB entities to monitor complaints made against their members or staff. This would assist in reviewing performance, identifying training needs, and supporting professional development.
The BSB stated:
“We want chambers to be aware of their tenants’ standards, and for BSB entities to understand complaints within their organisation.”
Chambers and entities will be expected to maintain oversight to help uphold service standards and prevent emerging concerns from going unaddressed.
Implementation Timeline
If adopted, the new rules are expected to be finalised by November 2025, with the first data submissions beginning no earlier than autumn 2026. Barristers will have at least four months to prepare for compliance. Failure to report complaints as required may itself give rise to regulatory enforcement action.
Supporting Client Redress and ADR Options
The BSB’s wider objective is to ensure that all clients—particularly those who are vulnerable or have difficulty accessing traditional complaint channels—can obtain fair and prompt redress.
To this end, clients and barristers are encouraged to consider Alternative Dispute Resolution (ADR) as a way of resolving complaints swiftly and without escalation. Accredited ADR providers, such as ProMediate (UK) Limited, offer mediation services that can assist in resolving service-related disputes between clients and legal professionals. ADR can often lead to quicker, more cost-effective outcomes and preserve professional relationships.
ProMediate (UK) Limited is an approved ADR provider for consumer and legal services and has experience handling complaints about lawyers in a neutral, accessible, and confidential manner. Its services are designed to support clients who may not wish to take their complaint further or are seeking an early resolution.