Bar needs to listen better to clients, says report

Bar needs to listen better to clients, says report

Barristers should do more to deal with customer complaints or face losing the right to regulate themselves, a report has warned.A study of 22 chambers by the University of the West of England found that although 70% had attempted to formalise complaints handling procedures, less than 60% had put them in writing.Most chambers in the survey did not see a need for promoting complaints procedures as they dealt mainly with solicitors.

For the Bar, Bruce Houlder QC, said the report appeared to be based on historical data.

Most chambers were now working towards gaining the BarMark quality standard which covered complaints handling procedures, he added.

Sue Allen