*/
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.
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.
Barbara Mills KC, the new Chair of the Bar, outlines some key themes and priorities
A family lawyer has won a £500 donation for her preferred charity, an education centre for women from disadvantaged backgrounds, thanks to drug, alcohol and DNA testing laboratory AlphaBiolabs’ Giving Back campaign
Louise Crush of Westgate Wealth Management highlights some of the ways you can cut your IHT bill
Rachel Davenport breaks down everything you need to know about AlphaBiolabs’ industry-leading laboratory testing services for legal matters
By Louise Crush of Westgate Wealth Management sets out the key steps to your dream property
A centre of excellence for youth justice, the Youth Justice Legal Centre provides specialist training, an advice line and a membership programme
What's it like being a legal trainee at the Crown Prosecution Service? Amy describes what drew her to the role, the skills required and a typical day in the life
Barbara Mills KC wants to raise the profile of the family Bar. She also wants to improve wellbeing and enhance equality, diversity and inclusion in the profession. She talks to Joshua Rozenberg KC (hon) about her plans for the year ahead
Professor Dominic Regan and Seán Jones KC identify good value bottles across the price spectrum – from festive fizz to reliable reds
Governments who play fast and loose with the law get into real trouble, says the new Attorney General. The Rt Hon Lord Hermer KC talks to Anthony Inglese CB about what drew this boy from Cardiff to the Bar, bringing the barrister ethos to the front bench, and how he will be measuring success
Mark Neale, Director General of the Bar Standards Board, offers an update on the Equality Rules consultation
