Complaints Handling
Standard Setting Across the Sector | Resolution Focused Support
We provide complaint handling services for our members
If you are looking for a body to deal with client complaints, you can nominate our team to handle these for you.
For Members
Professional support
Members are eligible to nominate us as their preferred complaints handling body. If you elect to do so, you must use our standard complaints policy that refers to our processes.
We represent all members and support consumers of services that are delivered by our members, whether we are their nominated body or not.
Our complaints handling service is resolution focused. That means we will work with those involved to find a resolution and not simply record a complaint and decide an outcome.
For Clients
Peace of mind for clients
Clients who access services through our members can complete our online form to raise a complaint and for our team to review.
If you have a complaint against a member, please ensure that you follow our Complaints Policy which means first exhausting the member's own complaints process.
Once a complaint is received by us, we shall review the details and may contact you for more information. Our team will investigate your complaint which will involve speaking to the member and considering documentation and the details supplied by you.
We will work with you to resolve the matter. We may also take action against the member, if this is appropriate. All decisions made by us are final and are not subject to appeal.
Our Process
Easy steps to resolution
It's easy to make a complaint with us. Please ensure that you have all the documentation and the details of the complaint and issues to be reviewed.
Before submitting a complaint, please ensure that you have contacted the member and attempted to resolve this directly with them. Once you have exhausted this process, you can then make a complaint to us.
We will ask you about the details and how you wish to resolve the matter. Once we have this information, we will contact the member and start our investigation and resolution process.
The Dispute Resolution Agency Complaints Handling Policy
Complaint handling overview:
- The DRA (we/us/our) requires all members to have a published complaints handling procedure in place. If you have a complaint about an individual or organisation in respect of the service they have provided you must first complain to that individual or the provider and follow their procedure.
- If you are not satisfied with the outcome of your complaint at that stage you may refer the matter to The DRA on one of the grounds set out below.
- Complaints must be submitted within 6 months of the event(s) giving rise to the complaint. Complaints received outside this time limit will only be considered on a discretionary basis.
- All complaints must be in writing and by completing our online complaint form.
- Complaints can only be considered by us if they concern current members.
- In submitting your complaint you consent to all information you supply and any accompanying documents being disclosed to the member, The DRA Board and to other relevant third parties which may include other regulators.
What you can complain about:
- Complaints may be made on the following grounds only:
- Breach of our Code of Excellence
- Behaviour that brings the profession into disrepute or could harm its or our reputation
- Failure to provide services to an expected standard
- Breach of the member’s standard Terms of Business
- Breach of Data Protection principles
- Breach of Equality and Human Rights
When you make a complaint to us:
- We shall respond within three working days following receipt of the complaint form and deliver a decision within 1 month of our initial response. If we need further time to investigate, we shall inform you in writing.
- We shall work with you and the member to resolve the matter using our dispute resolution team.
- The determination of a complaint by us and any disciplinary measures imposed are final and no further appeal will be entertained.
- As a result of a complaint being upheld, we can take disciplinary action against members and shall inform you of our decision and any actions decided by us.