04 November 2010
The Solicitors Regulation Authority has announced that the Independent Complaint Resolution Service, the body set up to hear complaints against the Land Registry and the Housing Ombudsman, has been appointed as an independent reviewer to handle complaints about the service provided by the SRA and to provide independent oversight and respond to complaints that cannot be resolved internally. It 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 and all complaints about the service 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.”