BSB Complaints Handling Rule Changes- A BSB run webinar, for IBC members

June 2026 – Complaints Handling Rule Changes – events and useful links

As many of you will be aware the Bar Standards Board have, following a consultation with the Bar and key stakeholders, made some changes to the expectations of barristers and chambers around client care, complaints handling processes and record keeping. The requirement for these changes was driven by the statutory requirements of the Legal Services Board. The goal is, as has been for some time, to improve consumer protection and transparency.

They have added greater detail to one area in particular, in respect of their expectations around communicating Complaints Procedures to consumers (i.e. lay clients). This is not a new requirement, but we understand it may be the source of some concern and it is more heavily referenced in the new rule changes. You can read more about this in the links contained in this document. The specific rule changes that apply are in respect of rC102.

There has also always been a requirement for chambers to keep records of first tier service complaints in chambers. The other significant change is that this will now need to be reported to the Bar Standards Board annually. The mechanism and form for this has not yet been confirmed, however we anticipate it will be launched within the next few months. We provided some input into this process during the consultation last year, particularly in respect of gathering data to ensure proportionality around public access instructions. The submission is likely to be via MyBar.

We have been assured that, in addition to the current resources available on the BSB website (see above document), the chambers resources section of the BSB website will be updated on the go live date (15^th June 2026). This will include the finalized template complaints procedures for those that wish to use them.

The Bar Standards Board are hosting a webinar on 4^th June from 5.30pm – 7pm to outline the updated rules. This will be a webinar style event that will not facilitate asking questions. They have agreed to make the recording available and this will be circulated once available. If you wish to book on to this directly, you can do so here: Attend one of our events.

We recognize that this is not necessarily the best way to enable our members to engage on this topic and as such, we have asked the BSB to undertake a Teams presentation specifically for IBC and LPMA members on 8^th June at 1pm. This will last for just over an hour, and include the opportunity to ask questions of the BSB directly. If you would like to sign up to this event, please complete your details here.