*/
DCTs such as TripAdvisor or MoneySuperMarket allow consumers to search for providers based on key criteria and allow providers to promote their services. DCTs are not new to the Bar – the Bar Council’s Direct Access Portal is a long-standing DCT, for example.
Many DCTs allow consumers to search for providers by location, price, service offered, availability and reviews – as do some law-focused DCTs. The process of barrister selection by consumers* using DCTs is often, therefore, surprisingly similar to the way they choose between other service providers. However, we appreciate that clients of barristers cannot judge the quality of service offered in the same way they can judge the quality of a hotel room.
We are asking barristers, referral Bar and direct access alike, to sign up to one (or more) of our pilot DCTs, and share with us their experiences of using them. Your insights will contribute to the evaluation of our pilot.
It’s worth noting that not all DCTs offer client reviews – the Direct Access Portal is a good example of a DCT that doesn’t. Some DCTs focus on star ratings, or currently include reviews towards the end of the barrister selection process.
When responding to reviews, you must be aware of the obligations placed on you by the BSB Handbook. Responding to a review is your opportunity to clarify, correct and learn more about how your clients perceive the service you deliver. We suggest you politely acknowledge and thank the client for their feedback. And, if the feedback is critical, we suggest you set out how you will address the issue or learn from the feedback. Adopting this approach allows you to reassure existing and future clients that you value their views, and take their experiences seriously.
You are permitted to respond to an online review so long as you do not disclosure confidential or privileged information.
If a client review itself includes confidential or privileged information, any public response you provide should not reveal any information beyond that which the client has already revealed. If you are unsure about what to say in response, you may wish to simply acknowledge the review and contact the client privately about their feedback.
If you think that an online review about you or your practice is not from a genuine current or former client, you could contact the relevant DCT and follow their complaints procedures.
If you believe an online review is defamatory you can, of course, pursue legal action. However, you might also consider whether you can achieve a better outcome with a different approach. Potential clients may be deterred from instructing you if they feel you have been heavy-handed with a dissatisfied client. It may be more beneficial to encourage other clients to leave reviews on the same website, to give potential clients a more balanced picture.
At this stage, we have an open mind. Once we’ve gathered relevant evidence, and evaluated our findings, we will decide on our next steps.
Insights gathered from the barristers and chambers who take part in our pilot will directly influence our final conclusions – so why not get involved?
To learn more about the BSB’s DCT pilot, see the BSB website here or email us at dctpilot@barstandardsboard.org.uk.
Rupika Madhura is the Bar Standards Board’s Head of Regulation Policy and Research.
Richard Parnham is a Policy Manager at the Bar Standards Board.
DCTs such as TripAdvisor or MoneySuperMarket allow consumers to search for providers based on key criteria and allow providers to promote their services. DCTs are not new to the Bar – the Bar Council’s Direct Access Portal is a long-standing DCT, for example.
Many DCTs allow consumers to search for providers by location, price, service offered, availability and reviews – as do some law-focused DCTs. The process of barrister selection by consumers* using DCTs is often, therefore, surprisingly similar to the way they choose between other service providers. However, we appreciate that clients of barristers cannot judge the quality of service offered in the same way they can judge the quality of a hotel room.
We are asking barristers, referral Bar and direct access alike, to sign up to one (or more) of our pilot DCTs, and share with us their experiences of using them. Your insights will contribute to the evaluation of our pilot.
It’s worth noting that not all DCTs offer client reviews – the Direct Access Portal is a good example of a DCT that doesn’t. Some DCTs focus on star ratings, or currently include reviews towards the end of the barrister selection process.
When responding to reviews, you must be aware of the obligations placed on you by the BSB Handbook. Responding to a review is your opportunity to clarify, correct and learn more about how your clients perceive the service you deliver. We suggest you politely acknowledge and thank the client for their feedback. And, if the feedback is critical, we suggest you set out how you will address the issue or learn from the feedback. Adopting this approach allows you to reassure existing and future clients that you value their views, and take their experiences seriously.
You are permitted to respond to an online review so long as you do not disclosure confidential or privileged information.
If a client review itself includes confidential or privileged information, any public response you provide should not reveal any information beyond that which the client has already revealed. If you are unsure about what to say in response, you may wish to simply acknowledge the review and contact the client privately about their feedback.
If you think that an online review about you or your practice is not from a genuine current or former client, you could contact the relevant DCT and follow their complaints procedures.
If you believe an online review is defamatory you can, of course, pursue legal action. However, you might also consider whether you can achieve a better outcome with a different approach. Potential clients may be deterred from instructing you if they feel you have been heavy-handed with a dissatisfied client. It may be more beneficial to encourage other clients to leave reviews on the same website, to give potential clients a more balanced picture.
At this stage, we have an open mind. Once we’ve gathered relevant evidence, and evaluated our findings, we will decide on our next steps.
Insights gathered from the barristers and chambers who take part in our pilot will directly influence our final conclusions – so why not get involved?
To learn more about the BSB’s DCT pilot, see the BSB website here or email us at dctpilot@barstandardsboard.org.uk.
The Chair of the Bar reports back
Clement Cowley, Partner at The Penny Group, explains how global events can influence the performance of pensions and ISAs, and why taking a long-term approach to investing is often the most effective strategy
Mário Barroso, Head of R&D and Method Development at AlphaBiolabs, discusses what family law professionals need to know about hallucinogens, from the main hallucinogenic drugs encountered in family proceedings, to their effects and the testing options available
Harmony Christian Ministries is the latest charity to benefit from a £500 donation from AlphaBiolabs via the company’s Giving Back initiative
By David Green
Mário Barroso, Head of R&D and Method Development at AlphaBiolabs, examines the forensic science underpinning hair drug testing, its evidential scope and limitations, and why it remains the gold standard for evidencing patterns of drug use in family proceedings
At the start of her term, Chair of the Bar 2026 Kirsty Brimelow KC set out a series of priorities for the year ahead. One of those priorities was children in the justice system
As the world becomes more digital, Barbara Vinagre Mota examines international research into the mental health consequences of judges’ exposure to graphic and immersive evidence, highlighting the importance of support systems
In an era of patient-centred care and growing concern over misconduct in medical settings, why do women still lack the right to choose women consultants for examination and treatment? Charles Davey investigates
Reviewed by Daniel Barnett
James McNeill Whistler at Tate Britain until 27 September Rothko in Florence at Palazzo Strozzi until 23 August Reviewed by Stephen Cragg KC
