This web page provides details of the volume and types of complaints received by The Service between 1 April 2001 and 31 March 2002 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: 595 (100%) a decrease of 18.6% on the 2000-01 figure of 731. Of those complaints

174 (29.2%) - were found to be justified in whole or in part, against 202 (28%) in 2000-01

421 (70.8%) – were viewed as Not Justified against 497 (68%) in 2000-01

During 2001-02 The Service responded to 532 (89.4%) of complaints within 10 working days against a target of 90% compared with 679 (92.9%) during 2000-01.

Total Number of Complaints replied to outside The Service’s standard of 10 working days, but within 20 working days - 46 (7.7%) compared to 30 (4%) in 2000-01.

Total number of complaints replied to in excess of 20 working days – 17 (2.9%) compared with 7 (1%) in 2000-01.

• 400 (67.2%) of the complaints we have received have been regarding the quality of our service.
• 97 (16.3%) of the complaints we have received have been regarding insolvency legislation.
• 43 (7.2%) of the complaints received addressed problems regarding our efficiency as an organisation.
• 36 (6.1%) 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.
• 19 (3.2%) of the complaints received were made about other issues.

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. Feedback received from our users by way of complaints, surveys, and user group meetings has resulted in various improvements to the way we operate.

For example:

• As a result of a request received via our customer comments cards, six of our main leaflets are now available on our website in Cantonese.

• Our National User Consultative Group commented that certain areas of our website might be difficult for users to understand and recommended that we have our website accredited by the Plain Language Commission. This has now been done.

• As a result of a request made by a Citizens Advice Bureau and through our customer comments cards, six of our main leaflets are now available on audiotape from Official Receiver’s offices.