Solicitors Regulation Authority

SRA

Independent Review of Complaints Service for the Solicitors Regulation Authority

The Independent Review of Complaints Service, operated by CEDR Services Ltd, forms part of the Solicitors Regulation Authority (SRA’s) approach to handling complaints about the SRA’s work.

Cost

£0

Duration

30 working days

Make a complaint

What is this service?

The Independent Reviewer of Complaints does not review or investigate any complaints about alleged solicitor misconduct or the SRA’s position on a matter. Rather they can only consider the quality of service provided by the SRA in their stage 1 and stage 2 complaint responses.

This service is free to users and as such the SRA pay CEDR to conduct this complaints review work. Once CEDR finalise their review, the matter is closed with no further reviews or appeals available under any circumstances. Complainants are able to take their matter to another forum, such as court if they wish to continue their complaint against the SRA.

CEDR cannot overturn the SRA’s regulatory decisions under any circumstance and the recommends that CEDR can direct include an apology, appropriate action to rectify the situation for the complainant, such as an extension of time to respond to a deadline, and
appropriate action to improve the SRA's complaint handling practices or procedures. If you are seeking an outcome outside of this, please note that this will not be the appropriate forum for you.

If you want to know more about how we can help you with your SRA complaint, please visit our Help & Guides.

The steps you must take before submitting a complaint

Contact the SRA

Customer raises a complaint with SRA in the first instance. Please note that this is a two stage process and we cannot accept a case if you haven’t been through both stages. Following SRA’s final stage 2 response, you have 20 working days to come to CEDR. Information about the SRA’s complaint handling procedure is available at: https://www.sra.org.uk/sra/complaints-service/

Get in touch with CEDR

If a complaint is referred to CEDR for independent complaints review, we will first confirm with the SRA that you have gone through their two internal stages. This is usually done within 5 working days. If eligible, we will then send you an Application Form for you to complete and return to CEDR. This form needs to be returned within 10 working days and is also accessible via our website. Please provide relevant information about your complaint against the SRA’s complaint handling (not about an individual or law firm) with your Application Form. It is your responsibility to outline and evidence your complaint about the SRA’s complaint handling. CEDR do not request any information on your behalf nor does it review the complete file you had with the SRA. This review is solely limited to how the SRA handled your complaint about their service.

Making a decision

Once we receive all the information from you, the application form and any supporting evidence is sent to the SRA to respond. This information is then sent to the Independent Reviewer of Complaints. Having the information from both parties, the Reviewer will aim to provide a final written response within 30 working days. Please note, that in some instances, due to the nature and complexity of some of these matters, a final response may not be available until after 30 working days has passed. If after 45 working days has lapsed after receipt of all information, the Reviewer will write to both parties to advise them of the reasons for the delay. Once a final written response is published, CEDR’s involvement is completely over and the matter is closed by CEDR. There is no avenue for appeals or any review under any circustance. Complainants are able to take their matter to another forum, such as court, if they wish to continue their complaint against the SRA further.

Make a complaint

To review more information about the SRA’s complaint process, please go to their website here