17. How satisfied were you with the overall time we took to deal with your complaint?
2013
Very dissatisfied Fairly dissatisfied Acceptable
Fairly satisfied Very satisfied
0
1 (25%) 1 (25%) 1 (25%) 1 (25%)
0 0
1 (25%) 1 (25%) 2 (50%)
2012 2012
0 0
1 (25%) 0
3 (75%)
18. Did we summarise your complaint to your satisfaction? 2013
YES NO
Comments: 1. Analysis of complaint was extremely poor.
IPS comments/learning points: 1. Complainants are required to agree the complaint summary to ensure that IPS fully understands the complaint. Where the summary requires clarification or amendment, changes are made with the agreement of the complainant.
19. Did you feel that we fully understood your complaint? 2013
2012
YES NO
3 (75%) 1 (25%)
4 (100%) 0
2011
4 (100%) 0
Comments: 1. Factual inaccuracies in analysis of complaint and a couple of untruths.
IPS comments/learning points: 1. In all cases complaint summaries are agreed with the complainant. IPS understands that making a complaint can be difficult and upsetting for complainants. Clear details will be provided to the complainant at the outset outlining the informations which IPS bases its analysis on and outline of the complaint.
20. Did our report provide a satisfactory summary of your complaint?
2013
YES NO
3 (75%) 1 (25%)
2012
2 (50%) 2 (50%)
2011
4 (100%) 0
Comments: 1. The comments in relation to question 19 were reiterated in response to question 20.
SECTION 4: OUTCOME
21. Did we let you know about the decision in your case promptly (we normally have 5 working days to inform you of the decision)?
2013
YES NO
4 (100%) 0
2012
4 (100%) 0
2011
4 (100%) 0
YES NO N/A
3 (25%) 1 (25%)
2 (50%) 2 (50%)
2011
4 (100%) 0
YES NO N/A
2011
YES NO
22. Did we make you aware that our investigation had come to an end?
2013
4 (100%) 0
2012
4 (100%) 0
2011
4 (100%) 0
23. Were you made aware if you could appeal and the time limits for making an appeal? (NOTE: Appeals are only available in cases where the complaint has been rejected under the delegated decision procedure.)
2013
1(25%) 2 (50%) 1(25%)
Comments: 1. Can’t remember
IPS comments/learning points:
2. Not all complainants have a right of appeal, where there is an appeal right complainants are always informed.
24. Was an appeal form sent to you, if you had indicated that you wished to appeal?
2013
1 (25%) 1 (25%) 2 (50%)
IPS comments/learning points:
Not all complainants have a right of appeal. This could be made clearer to complainants at the outset. IPS could also periodically review the complainants understanding of their rights within the complaints procedure.
25. Overall, how satisfied were you with how we handled your complaint?
2013
Very dissatisfied Fairly dissatisfied Acceptable
Fairly satisfied Very satisfied
1 (25%) 0
1 (25%) 0
2 (50%) 0
1 (25%) 1 (25%) 2 (50%) 0
2012
0 0 0
1 (25%) 3 (75%)
If you were dissatisfied, please give details: 1. I am surprised that given the number of cases struck out and handled so badly by [the member] that the outcome was so lenient.
IPS comments/learning points:
This comment relates to the outcome of the case and dissatisfaction with the sanction imposed rather than the service provided by case officers. IPS will take steps to ensure that complainants’ expectations of outcomes are managed, as outlined above.
2011 0
3 (75%) 1 (25%)
2012
0 0
4 (100%) 2011 0
3 (75%) 1 (25%)
2012 2011
2 (50%) 0
2 (50%)
34
Professional standards for specialist lawyers
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