The Solicitors Regulation Authority (SRA) has announced that it has appointed Ombudsman Services to act as the independent review service for complaints about its organisation. The SRA is the regulatory body for solicitors and law firms in England and Wales.
As the UK's leading private sector alternative dispute resolution (ADR) provider, Ombudsman Services works with companies to provide them and their consumers with tailored dispute resolution services. Ombudsman Services has particular experience in complaint handling in regulated industries such as energy and communications.
Jane Malcolm, Executive Director of External Affairs, at the SRA said: “We take complaints made about our work very seriously and that is why we have independent review as a key part of our corporate complaints process. By doing that, we can learn important lessons about improving our work and uphold our commitment to openness and transparency.”
Ombudsman Services Chief Ombudsman Lewis Shand Smith says: "We are delighted to have been chosen by the SRA to provide independent scrutiny of their complaint handling processes. From our experience of complaint handling with surveyors, veterinary surgeons and other professionals, we know that practitioners and the public must have trust and confidence in how complaints are investigated.
"The engagement of Ombudsman Services to review the SRA’s processes demonstrates a commitment to transparent and thorough complaint handling. We already provide redress schemes across many different sectors. This appointment endorses the value that our expertise brings to professional services.”
08 December 2015