Indepentent Complaint Resolution Service

Information for complainants

This includes general information on our approach and specific information on how we deal with complaints about the the Scottish Public Services Ombudsman the Public Services Ombudsman for Wales and the Pension Protection Fund

 

Our Approach

ICRS is an independent partnership of experienced professionals in dispute resolution. Our office is in central London. You can contact us by letter; email or telephone. We have a simple referral form that you can download and send to us, which will help us to understand your complaint and what result you would like to achieve. We also have leaflets that describe the complaint review process. If you contact us by telephone or email, we will help you to take matters forward. We pride ourselves on helping people to understand our procedures and what contact they can expect from us. We will endeavour to ensure that throughout your contact with us, you know what stage has been reached and when you can expect a conclusion.

 

Our Promises

  • We treat people with respect and take their concerns seriously.
  • We communicate in an open and friendly manner.
  • We explain the extent of our role and the likely outcomes we can achieve.
  • We reach decisions after careful consideration of the evidence.
  • We tailor our service as far as possible to meet people’s reasonable needs.
  • We communicate in straightforward language to ensure messages are understood.  

 

 

Complaints about the Solicitors Regulation Authority

From 1 October 2015, the Independent Complaints Resolution Service (ICRS) will no longer consider complaints about the SRA’s service.

Any queries about the independent review of complaints against the SRA should be referred in the first instance to the SRA’s complaints team by telephone on 0121 329 6283 or by email: complaintsteam@sra.org.uk.

 

Complaints about the Scottish Public Services Ombudsman

The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about Scottish Public bodies. ICRS provides independent reviews of complaints about the service provided by the SPSO.

We can investigate complaints that the SPSO

  • Treated you unfairly or rudely
  • Delayed dealing with your concerns
  • Failed to explain things clearly
  • Failed to meet your specific needs

 

It is important to note that:

  • We cannot investigate complaints that have not yet been considered by the SPSO at steps 1 and 2 of its service complaints procedure
  • We cannot deal with complaints about decisions made by SPSO

 

The final response from the SPSO Head of Complaints Standards will include our contact details. You should contact us within one month of receiving the final response and we will then get in touch with you within three days.

Our SPSO complaints information leaflet gives information about how to refer a complaint to us, and what happens when we receive a referral.

 

 

Complaints about the Public Services Ombudsman for Wales

Cwynion am Ombwdsmon Gwasanaethau Cyhoeddus Cymru

The Public Services Ombudsman for Wales (PSOW) is the final stage for complaints about public bodies in Wales. ICRS provides independent reviews of complaints about the service provided by the PSOW.

We can investigate complaints that the PSOW

  • Treated you unfairly or rudely
  • Delayed dealing with your concerns
  • Failed to explain things clearly
  • Failed to meet your specific needs

It is important to note that:

  • We cannot investigate complaints that have not yet been considered by the PSOW within its service complaints procedure
  • We cannot deal with complaints about decisions made by PSOW

The final response from the PSOW will include our contact details. You should contact us within one month of receiving the final response and we will then get in touch with you within three days.

Our PSOW complaints information leaflet gives information about how to refer a complaint to us, and what happens when we receive a referral.

 

 

Complaints about the Pension Protection Fund

The main function of the Pension Protection Fund (PPF) is to provide compensation to members of eligible defined benefit pension schemes, when there is a qualifying insolvency event in relation to the employer, and where there are insufficient assets in the pension scheme to cover the Pension Protection Fund level of compensation. ICRS provides independent reviews of complaints about the conduct of the PPF.

We can investigate complaints that the PPF

  • Failed to follow proper procedures
  • Acted in a discourteous or discriminatory way
  • Delayed dealing with your concerns
  • Failed to provide appropriate responses
  • Failed to take responsibility for mistakes.

 

It is important to note that:

  • We cannot investigate complaints that have not yet been fully considered by PPF under its internal complaints procedures
  • We cannot review or overturn decisions made by PPF regarding pension schemes or payments
  • We cannot investigate complaints of maladministration by the PPF.

 

Our PPF complaints information leaflet gives information about how to refer a complaint to us, and what happens when we receive a referral.