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.

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 is 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 (not an individual or law firm) with your Application Form as 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.

Once we receive all the information from you, the form and any supporting evidence is sent to the SRA to respond. This response is then sent to the Independent Complaints Reviewer. Having the information from both parties, the Independent Complaints 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 ICR will write to both parties to advise them of the reasons for the delay. Once a final written response is published, the matter is closed by CEDR with no appeals. Complainants are able to take their matter to another forum, such as court, if they wish to continue their complaint against the SRA further.