This web page provides details of the volume and types of complaints received by The Service between 1 April 2002 and 31 March 2003 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: 462 (100%) a decrease of 28.8% on the 2001-02 figure of 595. Of those complaints

123 (26.6%) - were found to be justified in whole or in part, against 174 (29.2%) in 2001-02

339 (73.4%) – were viewed as Not Justified against 421 (70.8%) in 2001-02

During 2002-03 The Service responded to 399 (86.4%) of complaints within 10 working days against a target of 90% and compared with 532 (89.4%) during 2001-02.

Total Number of Complaints replied to outside The Service’s standard of 10 working days, but within 20 working days - 63 (13.6%) compared to 46 (7.7%) in 2001-02.

• 342 (74%) of the complaints we have received have been regarding the quality of our service.
• 61 (13%) of the complaints we have received have been regarding insolvency legislation.
• 32 (7%) of the complaints received addressed problems regarding our efficiency as an organisation.
• 25 (5%) 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.
• 2 (1%) of the complaints received were made about other issues.

• Feedback from our customer comments cards indicated that we should make our forms easier to understand and complete, form L75.01, Company Officer Preliminary Information Questionnaire has received accreditation from the Plain Language Commission.

• As a result of feedback from a creditor, our publication ‘A Guide for Creditors’ has been revised to include information on the conduct of and voting at creditors’ meetings.