Independent Complaints Review Service
We provide a final independent response for those complaints about the SRA’s complaint handling that cannot be resolved internally (at stage 1 and stage 2). Once a response is available it is final and not subject to any appeal or review.
We also provide independent oversight of the way that the SRA carries out its complaints handling functions – we do this by conducting an independent audit of SRA’s complaints handling
Please note that as part of this service we do not overturn or change any decision made by the SRA. If that is what you are seeking, please use another forum for this. The ICRS only considers the quality of service provided by the SRA in their stage 1 and stage 2 complaint responses.
For those cases that the Independent Complaints Reviewer decides are appropriate for review, they will conduct a review of the papers to consider whether:
Where a complaint about the SRA’s handling of the matter has been upheld or partially upheld by the Independent Complaints Reviewer, they will provide a written response for any poor service and may require the SRA to provide one or more of the following remedies:
Customer raises a complaint with SRA in the first instance (for more information on their complaint process, please click here . 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.
If a complaint is referred to CEDR for independent complaints review, we will first confirm with the SRA that you have gone through their 2 internal stages. This is usually done within 5 working days. we need further information from you we will send you an Application Form for you to complete and return to CEDR. This form is also accessible via our website.
Once we receive all the information from yourself and the SRA, we will aim to have a final written response provided within a further 25 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. Once a final written response is published, the matter is closed with no appeals.