This web page provides details of the volume and types of complaints received by The Service between 1 April 2000 and 31 March 2001 and also details some improvements that have been made as a result of complaints that were received during this period.

Total Number of Complaints received in the period: 731(100%)

Number of Complaints viewed by The Service as Justified: 202(28%)

Number of Complaints viewed by The Service as Not Justified: 497(68%)

Number of Complaints ongoing: 32(4%)

During 2000-01 The Service responded to 679 (93%) of complaints within 10 working days. This was against a target of 90%.

Total Number of Complaints replied to outside The Service’s standard of 10 working days, but within 20 working days - 30 (4%)

Total number of complaints replied to in excess of 20 working days – 7 (1%)

Total number of replies outstanding as at 31 March 2001 – 15 (2%)

Complaint Types

During the period

• 350 (48%) of the complaints we have received have been regarding the quality of our service.
• 190 (26%) of the complaints we have received have been regarding insolvency legislation.
• 86 (12%) of the complaints received addressed problems regarding our efficiency as an organisation.
• 75 (10%) of the complaints received regard the actions of those with whom The Insolvency Service has dealings. Many of these complaints are about Third Parties who do not act for The Service, or do not fall within the direct control of The Service.
• 30 (4%) of the complaints received were made by staff members regarding internal matters.

We are serious about listening to your views. We need you to tell us what you’ve thought about our service, whether this view is favourable or otherwise. We can use this information to maintain our good practices, and to improve areas which may have caused you dissatisfaction. General suggestions and feedback as well as complaints contribute to our understanding of how you perceive The Service.

Some examples of such complaints/feedback are:

• A user of our internet website suggested we incorporate a list of general ‘questions’ on our home page which direct users to the appropriate web-pages for their queries. These were introduced to the website following it’s re-launch on 1 April 2001.

• A firm of solicitors complained that they had not received notification of a bankruptcy in which they were creditors and as a result incurred costs in pursuing the debt. As the Official Receiver’s office concerned had been informed that the firm were creditors, we apologised and compensated them for their loss. New procedures have been put in place to prevent the same thing from happening again.

• A complaint about the phone conduct of a staff member resulted in the complainant receiving an apology and the member of staff receiving further training, a need which may have otherwise gone unnoticed. Other complaints received about the quality and efficiency of our service have resulted in further staff training on our policies/procedures. New internal guidance notices have also been issued to staff on certain issues.

• A complaint was received about the technical and complex language used in one of The Service’s pro-forma letters. The letter was sent for review by the Plain Language Commission and was amended in line with its suggestions. All our leaflets and guides are Commission accredited, and pro-forma letters and forms are submitted where technical or complex issues are dealt with.