News release

Complaints about SRA work drop again

The number of complaints about our work has dropped for the second year running.

In a final report to the Board on the work of the Independent Complaints Resolution Service, it was shown that the number of complaints we received had fallen from 1,209 in 2014 to 1,087 in 2015. This followed a decrease from 1,315 in 2013.

We have attributed the drop to better communication with complainants. Previously, the majority of complaints were about poor communication about the outcome of a case.

Since a change of approach in 2014, however, the focus of many complaints has changed to dissatisfaction with a decision we have taken. We are continuing to improve its feedback process and is also working to ensure that any communication is clear and accessible.

Paul Philip, SRA Chief Executive, said: "We welcome the ICRS's final report and we thank them for the helpful advice and recommendations they have made over the five years. It has been instrumental in helping us improve not only the way we deal with complaints about our service, but in identifying the root causes of complaints.

"It is encouraging to see that the independent reviewer continues to commend us for taking a responsive approach to complaints. As with anything we do, however, we know there is room for improvement.

"We have to balance carefully being a proportionate modern regulator, with ensuring the public have confidence that we tackle the right things, at the right time. I'm pleased that complaints have fallen by nearly 20 per cent in two years, but we know we can do better and will continue to strengthen our work in this area."

The report from the ICRS was presented to our Board on Wednesday 20 January. It said that that we receive few complaints in relation to the large volume of work it carries out and its ongoing interactions with members of the profession and the public. Ombudsman Services Limited will now handle external complaints referrals.

The Board report can be found here:

Go to the Board report

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