|
||||||||||||||||||||||||||||||||||
| Complaints
Performance Data Complaints received in 2003-2004 In 2003-2004 The Service received 370 new complaints 20% less than the 2002-03 figure of 462. 119 (32.16%) complaints were found to be justified in whole or part against 123 (26.6%) in 2002-03. 309 (83.5%) complaints received in 2003-04 were responded to within 10 working days, against a target of 90%r. To assist us in our aim of improving our services to our users we analyse complaints received to ensure that we address any recurring problems. Complaints are therefore categorised into one of five specific areas.
Number of Justified complaints in each recording category
Note: All complaints received about insolvency legislation are formally recorded as non-justified, as The Service is bound to operate under current legislation. The Adjudicator’s Office – Independent Complaints Adjudication. From 1 April 2003 the Adjudicator’s Office took on the role as an independent complaints adjudicator for The Service. The Adjudicator can consider certain complaints about the actions of The Service which we have been unable to resolve to the satisfaction of the complainant within our internal complaints handling system. The Adjudicator will request a full report from The Service setting out the background to the complaint, why The Service has adopted the stance it has taken and whether there are any avenues of redress that The Service would be willing to consider to successfully resolve the complaint. The Adjudicator will look at The Service’s internal policies and procedures and look to see whether we have acted in accordance with that guidance. The Adjudicator’s Office will always look to try and mediate a settlement between the complainant and The Service, which is acceptable by both parties. In cases where a mediated settlement cannot be achieved the Adjudicator will make a formal recommendation, setting out her verdict on the complaint and what if any action The Service should take to remedy the complaint. During the year The Adjudicator’s Office has taken on 10 complaints for investigation, three of which were concluded during the period. Of these, one complaint was partially upheld by The Adjudicator. The Service fully accepted the recommended form of redress suggested by the Adjudicator in relation to the complaint and a consolatory payment of £100 was made to reflect the worry and distress caused. In her Annual Report Dame Barbara Mills, the current adjudicator states that ‘It remains early days with The Insolvency Service, though it is already clear from the cases we have seen and which feature in this report, that their work brings with it some interesting issues, and there will be implications for them arising from the Enterprise Act. Notwithstanding the small number of their cases I have seen, I remain impressed by their enthusiasm to work with us in informing their thinking on issues that affect their customers.’ The Adjudicator’s recommendations are independent and her services are free to complainants. Changes resulting from your feedback During this year various improvements have been made as a result of feedback received by The Service, either by way of complaints, surveys, customer comments cards or through user groups. Listed below are some of the main examples of how we have responded positively to feedback received in order to improve the overall service that we deliver. |
||||||||||||||||||||||||||||||||||
|
|
||||||||||||||||||||||||||||||||||
