IPS comments/learning points: 1. This comment suggests that IPS need to manage the expectations of complainants better. This includes the clarification of the powers that are available to it.
2. IPS will endeavour to make clear the outcomes available to those that complain against members, by requesting feedback early on in the investigation as to whether the complainant understands what outcomes IPS can provide.
10. We aim to respond to initial complaints within seven working days. Once you made your complaint how satisfied were you with the length of time taken by IPS to acknowledge your complaint?
2013
Very dissatisfied Fairly dissatisfied Acceptable
Fairly satisfied Very satisfied No response
0 0 0
1 (25%) 2 (50%) 1 (25%)
SECTION 3: COMMUNICATION
11. Which method(s) of communication were used during the investigation of your case?
2013
Email Letter
Telephone
4 3 1
2 4 1
Were you happy with the method(s) of communication used? 2013
2012
YES NO
4 (100%) 0
4 (100%) 0
2012
2 4 1
2011
0 0 0
2 (50%) 2 (50%) -
2012
0 0
1 (25%) 0
3 (75%) -
2011
IPS comments/learning points:
1. IPS aims to respond to correspondence within 7 working days, however it recognises that monthly updates should be provided in between periods of correspondence. IPS will implement this approach in 2014
13. We aim to respond to communications within seven working days or to acknowledge within two working days if there will be a delay in replying. How satisfied were you with the length of time we took to respond to your letters/emails during the investigation of your complaint?
2013
Very dissatisfied Fairly dissatisfied Acceptable
Fairly satisfied Very satisfied
0 0
1 (25%) 1 (25%) 2 (50%)
0 0 0
2 (50%) 2 (50%)
14. Were our letters easy to understand? 2013
YES NO
4 (100%) 0
2012
4 (100%) 0
2012
0 0
1 (25%) 1 (25%) 2 (50%)
2011
4 (100%) 0
15. If you left telephone messages did we call you back promptly? 2013
2012
YES NO N/A
2 (50%) 0
2 (50%)
1 (25%) 0
3 (75%) 2011
2 (50%) 0
2 (50%) 2011
4 (100%) 0
12. Did we keep you adequately informed about the progress of your complaint?
2013
YES NO
No response
3 (75%) 1 (25%) 0
2012
4 (100%) 0 0
2011
3 (75%) 0
1 (25%)
Comments: 1. Process seemed very slow, updates would have been appreciated.
16. Our targets for referring complaints to the Professional Conduct Panel are 80% within six months and 100% within nine months. Our targets for the final hearing in cases referred to the Disciplinary Tribunal are 65% completed within six months and 100% within nine months of referral. How satisfied are you with these timescales?
2013
Very dissatisfied Fairly dissatisfied Acceptable
Fairly satisfied Very satisfied
0 0
2 (50%) 1 (25%) 1 (25%)
0 0 0
3 (75%) 1 (25%)
2012
0 0
1 (25%) 0
3 (75%) 2011 2011
Professional standards for specialist lawyers
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