SRA Complaints Questionnaire

The SRA have selected 750 law firms at random to complete and return their complaints questionnaire, detailing how the practice identifies and handles client complaints.

If selected, firms would have received an email from the SRA on 30 January 2025, however the link to the questionnaire can also be found here.

The request forms part of the SRA’s commitment that consumers of legal services, and the public more broadly, should have confidence that they can access good quality legal services, with any concerns raised being resolved promptly and effectively.

If you’re a COLP and have received the SRA’s complaints questionnaire, the deadline is fast approaching! Be sure to submit your completed questionnaire no later than 28 February to avoid a fixed penalty. The SRA have provided a sample questionnaire to give an idea of the information that needs to be collated and provided on the form, including your practice’s complaints procedure, staff awareness, training details, complaints received and procedure for recording and notifying complaints.

By way of reminder, completing and return of the questionnaire is mandatory – the SRA can take disciplinary action should any firm fail to respond.

If you need advice on completing the questionnaire, do get in touch.