While the online renewals process for practising certificates was confusing and highly stressful for many of us, the SRA deserves credit for the way in which some of its staff handled individual complaints and concerns.

With large organisations and online services it is usually impossible to find a human being who cares, but I think it is only fair to say that people at the SRA, once you have a name and an email contact, can be very helpful. So frequently, all that is required is a call from an organisation which pre-empts all the debilitating on-hold messages (and music) and the build-up of angst which this creates.

It’s quite disarming to receive an unexpected call from a person checking if everything is going to plan with some guidance and a direct number if that is not the case. The SRA got that right, and perhaps the system will settle down after the initial hullabaloo… and thanks to those individuals concerned.

Gordon Turner, Gordon Turner Employment Lawyers, London EC2