SRA complaints handling improving

This article was published on: 05/21/14

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The Solicitors Regulation Authority (SRA) has improved their handling of complaints according to The Independent Complaint Resolution Service (ICRS).

During 2013, the independent watchdog revealed that the SRA received 95 cases, 85 of which were from consumers and 11 from solicitors with only 15 being upheld either fully or partially.

ICRS partner Jodi Berg heaped praise on the SRA‘s improvement, saying: “There are still times when a rather bureaucratic approach affects the quality of customer service.

“However, we have also seen a considerable improvement in the SRA’s communication when responding to complaints.”

In more good news for the SRA, who this year welcomed a new chief executive, the analysis revealed that overall, since 2012, the proportion of complaints coming from solicitors had dropped by 25%.

Speaking on behalf of the industry regulator, Director of Inclusion, Mehrunnisa Lalani, said: “We are pleased that the ICRS has recognised the improvements the SRA has made in the way it handles complaints. We have taken the recommendations on board, making improvements to our website, policies and standard letters.

“Moving forward, we will be looking more closely at the themes arising overall and in particular we will focus further on communication with our stakeholders.”

This is in reference to the reports suggestions that improvements could still be made on such issues as clarity and the standard of access that people have to the SRA.

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