We know that, as in any organisation, things can
sometimes go wrong. We want you to tell us if this happens, so that
we can put things right if at all possible and learn from any
This policy sets out our approach
and procedures for handling complaints about the services provided
by the Bar Standards Board (BSB).
In many cases a problem can be dealt with quickly and informally
as soon as it arises. Please raise your problem with the staff
member concerned, or with their manager. Contact details can be
found on our website here, or by calling the central phone number
020 7611 1444.
To formally register your complaint, either fill in our service
complaints form, or write to:
FAO: Corporate Support Manager
Bar Standards Board
289-293 High Holborn
London WC1V 7HZ
DX: 240 LDE
We have different systems for dealing with the following:
You can expect a full response within 20 working days. If this
is not possible, we will write to you to explain the reasons why,
and to provide a new date.
If your complaint is upheld, this will result in one or
more of the following remedies:
If you are not satisfied with the response received from us, you
can ask for the matter to be reviewed within three weeks of
receiving a full response from us. Please tell us the reason why
you are dissatisfied and we will assign a different, usually more
senior member of staff to review your complaint. There is a
third and final review stage whereby we will ask a Director or the
Director General to review your complaint if you are still
There are some circumstances where we will not investigate a
complaint. For example if it has been previously made to us about
the same issue or is thought to be frivolous, vexatious or
Because the investigation of service complaints generally relies
on detailed understanding of the communications and actions that
happened at the time of the event, complaints should be made within
three months after the event occurs.
So that we can handle and investigate your complaint
effectively, we ask that you engage with us in a constructive
manner in order to help us understand your concerns and deal with
the issues arising.
Our staff have the right to work in a safe environment and
should not have to tolerate abusive language or behaviour.
We have a Dignity at Work Policy for our staff members which
describes the action we can take to protect them if a complainant
behaves in a way that we consider to be bullying or harassing.
Types of restriction we might place on communications
The level of restriction will be proportionate and restrictions
will only be applied where it is clear that continuing open
communication will adversely affect the ability of staff to conduct