SRA appoints independent reviewer for complaints

An independent reviewer has been appointed to handle complaints about the service provided by the Solicitors Regulation Authority (SRA).

The Independent Complaint Resolution Service will provide an impartial oversight into the way the SRA deals with complaints about the service it has provided. It will consider and respond to complaints that cannot be resolved internally and will have the power to carry out a review when necessary.

The new complaints-handling system, introduced in April, provides a user-friendly way for people to complain about the service provided by the SRA, as well as a centralised process to monitor those complaints. All complaints about the service the SRA has provided, including discrimination complaints, will be dealt with and addressed under this new policy.

SRA Chief Executive Antony Townsend said: "It's essential that the SRA deals effectively and promptly with complaints about its services, and that members of the public and the profession have confidence that such complaints will be dealt with fairly and transparently. The appointment of an independent reviewer will help us achieve that."