12 August 2021
Virtual hearings have been a good experience for most participants, according to Bar Standards Board (BSB) research into clients’ expectations and experience of barristers
Interviews and discussions with clients carried out by IRN Research on behalf of the BSB revealed they appreciated not having to travel or make childcare arrangements and found virtual hearings less formal and less intimidating.
The research found many clients are referred to just one barrister and play no part in the selection, and indicated there are opportunities to involve clients more at this stage. Most clients were satisfied with the service. However, the research indicated the stress of the legal process puts off dissatisfied clients from complaining.
BSB head of policy and research, Rupika Madhura said the research would help inform the review of the Code of Conduct.
