In 2005-2006 The Service received 428 new complaints an increase of 56 complaints on the 2004-05 figure of 372. 

The Service found 91 (21%) complaints to be justified in whole or part against 94 (25.3%) in 2004-05. 

353 (82.5%) complaints received in 2005-06 were answered within 10 working days, against a target of 90% and compared with 326 (87.6%) in the previous year. 

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. 

1. Efficiency of Service;

2. Quality of Service;

3. Insolvency Legislation;

4. Complaints about third parties; and

5. Other

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.

Independent Complaints Adjudication

During the year The Adjudicator’s Office has taken on 11 complaints for investigation, the same as in 2004-05 and in line with the 10 complaints taken on for investigation in 2003-04. 

The Adjudicator concluded its investigation in 12 of which 8 complaints were not upheld, 4 complaints were partly upheld with none being withdrawn. 

The Service fully accepted the recommended form of redress suggested by The Adjudicator in relation to the 4 complaints that were upheld or partly upheld and made payments totalling £935 to complainants comprising £755 in respect of costs arising from our mistakes or delays and £180 in recognition of worry and distress caused to these complainants.

Changes resulting from 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 an aim to improve the overall service that we deliver to you.

·        We have added The Insolvency Act Rules onto our website

·        Revised the internal guidance for staff to staff to clarify the Early Discharge Process.