ips complaints and disciplinary customer satisfaction surveys
analysis of responses from complainants 2013
Number of surveys sent: 2013 9
2012 10
Number of responses received at year end 2013
2012 4 (44%) 4 (40%)
2011 12
2011 4 (33%)
Of the 4 responses received, in 3 cases a sanction had been imposed against the member and 1 complaint was rejected.
SECTION 1: FINDING OUT ABOUT IPS
1. How did you find out about us? 2013
Internet
Member of ILEX CAB/Law centre Solicitor
2 (50%) 0
1 (25%) 0
Legal Ombudsman 1 (25%) Other
0 2012
2 (50%) 0 0 0
1 (25%) 1 (25%)
2. How easy was it to find out about our service? 2013
2012
Very difficult Fairly difficult Acceptable Fairly easy Very easy
0
1 (25%) 0
2 (50%) 1 (25%)
0 0 0
2 (50%) 2 (50%)
SECTION 2: COMPLAINTS PROCEDURE 3. How did you complain to IPS?
2013 By letter
IPS complaints form (sent to you by post)
IPS complaints form (downloaded from website)
Other
3 (75%) 1 (25%)
0 0 2012
3 (75%) 0
1 (25%) 0 2012 2011
3 (75%) 0
1 (25%) 0
4. Was a complaints handling procedure leaflet sent to you? 2013
YES NO
2 (50%) 2 (50%)
3 (75%) 1 (25%)
2011
4 (100%) 0
9. Did we provide you with sufficient information about our disciplinary powers as a professional body?
2013
YES NO
3 (75%) 1 (25%)
2012
3 (75%) 1 (25%)
2011
4 (100%) 0
If no, what was missing? 1. The outcome of the hearing showed that unfortunately IPS have little disciplinary powers.
32 Professional standards for specialist lawyers
0 0 0
2 (50%) 2 (50%)
0
1 (25%) 0
2 (50%) 0 1
2011 2011
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
No response
0 0 0 0
1 (25%) 3 (75%)
0 0 0
2 (50%) 0
2 (50%) 2012
0 0
1 (25%) 1 (25%) 0
2 (50%)
5. Did the leaflet provide a satisfactory summary of the process that would be followed?
2013
YES NO
No response
2 (50%) 0
2 (50%) 2012
2 (50%) 1 (25%) 1 (25%)
2011
4 (100%) 0 0
6. Did the leaflet cover the issues you expected it to cover? 2013
2012
YES NO
No response
2 (50%) 0
2 (50%)
3 (75%) 0
1 (25%) 2011
2011
4 (100%) 0 0
7. Did we provide you with sufficient information about the procedure we would follow?
2013
YES NO
4 (100%) 0
2012
4 (100%) 0
2011
4 (100%) 0
8. Did we provide you with sufficient information about how we would deal with your case?
2013
YES NO
4 (100%) 0
2012
4 (100%) 0
2011
4 (100%) 0
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