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General
ABC+ Warranty Consumer Code for New Homes
Ark Insurance Group
Association of Residential Managing Agents (ARMA)
Aviation (Flights)
Benenden Health
British Holiday & Home Parks Association
Build-Zone Structural Warranty Policies
Cars (The Good Garage Scheme)
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Consumer Code for Home Builders Independent Dispute Resolution
Consumer Code for New Homes
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Homes England
ICW Consumer Code for New Homes
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Surveyors (RICS)
Telecoms (CISAS)
The Glazing Arbitration Scheme
Water Redress (WATRS)
Westerleigh Group
Frequently asked questions
Useful documentation
How we can help you make a complaint
How we can help you make a complaint
What we can do
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.
How do we do it?
For those cases that the Independent Complaints Reviewer decides are appropriate for review, they will conduct a review of the papers to consider whether:
- the investigation conducted by the SRA was thorough and fair
- all the relevant facts were taken into account by the SRA
- the conclusions reached (in respect of complaints about the service provided by the SRA) were reasonable and properly explained; and
- the investigation of the complaints about the SRA’s handling of the case was efficient and without any unnecessary delay.
In terms of the process, 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 7 working days. If eligible, we will then send you an Application Form for you to complete and return to CEDR. This form is also accessible via our website. Please provide relevant information with your Application Form as it is your responsibility to outline and evidence your complaint about the SRA (not an individual or law firm). CEDR do not request information on your behalf. CEDR then sends the application form to the SRA and their response is then sent to the Independent Complaints Reviewer.
What are the outcomes
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 recommend the SRA to provide one or more of the following remedies:
- an apology
- appropriate action to rectify the situation for the complainant, such as an extension of time to respond to a deadline
- appropriate action to improve the SRA's complaint handling practices or procedures
*Please note that the above are recommendations and in some instances the SRA can decline to implement the recommendations.
The steps you must take before submitting a complaint
Contact the SRA
Get in touch with CEDR
Making a decision
Are you a business?
CEDR can provide dispute resolution services for business in most sectors.
- Fast, and cost effective solutions
- Provided at a sustainable cost