annex 3
ips complaints and disciplinary function members 2013
customer satisfaction surveys analysis of responses from cilex
Number of surveys sent to members: 2013 13
2012 20
Number of responses received at year end: 2013
2012 6 (46%) 12 (60%)
2011 12
2011 6 (46%)
In 2013, in 10 cases there had been a finding made against CILEx members. 1 member stated that they did not wish to complete the form, and 2 members did not respond.
SECTION 1: COMPLAINTS PROCEDURE 1. Was a complaints handling procedure leaflet sent to you?
2013
YES NO
6 (100%) 0
2012
11 (92%) 1 (8%)
2011
5 (83%) 1 (17%)
If a complaints handling procedure leaflet was sent to you, how easy was this to understand?
2013
Very difficult Fairly difficult Acceptable Fairly easy Very easy
0
1 (17%) 0
2 (33%) 3 (50%)
0 1 (9%)
3 (27%) 4 (37%) 3 (27%)
2012
0 0
1 (20%) 2 (40%) 2 (40%)
2. Did the leaflet provide a satisfactory summary of the process that would be followed?
2013
YES NO
6 (100%) 0
If no, what was missing?
1. There were no comments provided for this answer due to 100% satisfaction.
3. Did the leaflet cover the issues you expected it to cover? 2013
2012
YES NO
6 (100%) 0
8 (73%) 3 (27%)
5 (100%) 0
If no, what was missing? 1. There were no comments provided for this answer due to 100% satisfaction.
28 Professional standards for specialist lawyers 2011 2012
10 (91%) 1 (9%)
2011
5 (100%) 0
2011
IPS comments/learning points: 1. In answer to comments made by respondents in 2012 IPS developed a fitness to practise procedures manual. The manual has clearly provided better guidance for members and thereby provides another means for members to obtain assistance and guidance. CILEx has a dedicated ethics line which also provides support to members.
2. All members are informed of Lawcare which is an advice line for lawyers that require assistance addressing issues raised by respondents .
4. Did you feel that we made you aware that a complaint had been made against you at the appropriate time?
2013
YES NO
5 (83%) 1 (17%)
If no, when should we have informed you?
1. When the matters complained of were first brought to the institutes attention by myself.
IPS comments/learning points
2. CILEx members are under a duty to declare all prior conduct that has an impact on their membership. IPS occasionally becomes aware of decisions made by other regulators where that other regulator publishes a decision or notifies IPS directly. It is not always possible or practical to monitor decisions made by other regulators although IPS does check monthly decisions that are published by the SRA in the Gazette and on their website.
5. Did we provide you with sufficient information about the procedure we would use to investigate the complaint made against you?
2013
YES NO
6 (100%) 0
2012
10 (83%) 2 (17%)
2011
6 (100%) 0
If no, please indicate what could have been made clearer? 1. There were no comments provided for this answer due to 100% satisfaction.
IPS comments/learning points 1. The production and implementation of the Manual has provided guidance which has demonstrated that concerns about lack of information have been addressed.
2. The Manual is available online for download by all parties. 2012
7 (78%) 2 (22%)
2011
4 (67%) 2 (33%)
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