Last updated: 13 August 2010
Objective
This Claims Management Unit Customer Service Charter defines the standard of service that customers can expect to receive from the Claims Management Unit of the Solicitors Regulation Authority and provides a formalised process for making complaints.
Our aims in service delivery
- Set clear standards and expectations
- Communicate clearly, effectively and in plain language
- Provide an efficient and professional service to our customers
Our responsibilities to you
At all times the we will aim to
- treat you fairly and with respect;
- tell you what you need to do and what information and evidence we may require in order to deal with your application, however, we are not able to provide legal advice;
- deal with your application as quickly as reasonably possible;
- provide regular progress updates in relation to your application;
- follow defined procedures to meet our responsibilities stated in the Claims Management Unit Customer Service Charter, and
- continually train and develop our staff to understand their responsibility in our dealings with you and what the Claims Management Unit Customer Service Charter means to you.
Your responsibility to us
You can help us by
- quoting your reference number when you contact us;
- providing full and accurate information as promptly as possible when requested;
- providing us with details of changes to your contact information;
- treating our staff with courtesy and respect;
- giving reasonable opportunity to respond to any request or complaint, and
- letting us know if your require any reasonable adjustments such as documents in larger print.
How we will respond
If you write to, fax or email us we will
- acknowledge emails to the Claims Management mailbox (claims.management@sra.org.uk) upon receipt;
- acknowledge written communication within five working days of receipt;
- provide a substantive response to all correspondence within a further 30 working days, and
- tell you why and how long it will be before we can give a full answer, if we cannot provide a full reply to your letter or email within 35 working days.
Should you instruct solicitors to deal with your application, all communication will in general be sent to them.
How we will process your application
Your application form will be acknowledged within five working days of receipt.
Your application will be assessed within 30 working days of receipt. We will then contact you to give you an estimate of the expected time it will take to complete our investigation and describe any further information/documentary evidence that we may require.
If your application is likely to take longer than usual to process, we will provide monthly updates until conclusion, unless we are waiting for a response or evidence from you, in this case we will send a reminder.
If circumstances beyond our control mean we are unable to meet our published service levels to our customers, we will let you know by updating this page.
If you have a complaint about our service
We aim to provide the highest standards of customer care and deal with all applications fairly and impartially. If, however, you are unhappy with the manner in which your application is dealt with, or with the level of service you are receiving, there is a complaints procedure.
We treat all complaints seriously and value feedback so that we can continue to improve our processes. If you have any questions or comments on this procedure, or need more information, please contact us.
How you can contact us
Phone: 01926 487015 (09.00 to 17.00, Monday to Friday)
Email: claims.management@sra.org.uk
Web: www.sra.org.uk/contact-us
Fax: 01926 487062
Post: Solicitors Regulation Authority, Claims Management Unit, Ipsley Court, Berrington Close, Redditch, Worcestershire, B98 0TD