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Complaints question details available on-line

The Solicitors Regulation Authority (SRA) is reminding those completing this year's Recognition Renewal Form that a new question has been added for 2011 on complaints received by solicitors.

This new section of the form deals with complaints about firms handled directly by the solicitors themselves before being potentially referred elsewhere. Collating the information requested will help the SRA to ensure all practices are dealing properly with complaints they receive and also identify any common issues firms may have.

Andrew Garbutt, Director of Risk at the SRA, said: "There has been in the past a poor perception of the legal profession's handling of complaints. We have a duty to ensure firms have effective procedures in place to resolve complaints.

"Building up a picture of how firms are performing in relation to first-tier complaints handling will help us make sure that firms have the right procedures in place, and remind those that don't of their responsibilities.

"It's also important that we spot trends in complaints and respond in a proportionate, risk-based manner. This could include putting out guidance, undertaking further research or instigating supervisory activity across a sample of firms."

More guidance on responding to this request is available at


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