ANNEX 3 IPS COMPLAINTS & DISCIPLINARY FUNCTION
CUSTOMER SATISFACTION SURVEYS ANALYSIS OF RESPONSES FROM CILEx MEMBERS 2014
Number of surveys sent to members: 2014
17
2013 13
2013
2012 20
Number of responses received at year end: 2014
8 (47%) 6 (46%) 2012 12 (60%)
2011 12
2011 6 (50%)
In 2014, in 8 cases there had been a finding made against CILEx members. 9 members did not respond.
SECTION 1: COMPLAINTS PROCEDURE 1. Was a complaints handling procedure leaflet sent to you?
2014
YES NO
8 (100%) 0
2013
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?
Very difficult Fairly difficult Acceptable Fairly easy Very easy
2014 0 0
1(12.5%) 4 (50%) 3(37.5%)
2013 0
1(17%) 0
2(33%) 3(50%)
2012 0
1 (9%)
3 (27%) 4 (37%) 3 (27%)
2011 0 0
1 (20%) 2 (40%) 2 (40%)
2. Did the leaflet provide a satisfactory summary of the process that would be followed?
2014
YES NO
8 (100%) 0
2013
6 (100%) 0
2013 2012
10 (91%) 1 (9%)
2012 2011
5 (100%) 0
3. Did the leaflet cover the issues you expected it to cover? 2014
2011
YES NO
Comments: IPS comments/learning points:
The member has been contacted to seek further clarification on what they expected from the complaints handling leaflet, but no response was received.
Professional standards for specialist lawyers 31
7 (87.5%) 1 (12.5%)
6 (100%) 0
8 (73%) 3 (27%)
5 (100%) 0
5. Did we provide you with sufficient information about the procedure we would use to investigate the complaint made against you?
2014
YES NO
Comments: IPS comments/learning points:
In addition to developing the Fitness to Practice Procedures Manual we have amended our standard letters to provide an outline of the steps that we take during the investigation procedure.
6. Did we provide you with sufficient information about our disciplinary powers as a professional body?
2014
YES NO
Comments: IPS comments/learning points:
We have renewed and updated our Manual, complaints and disciplinary procedures leaflet and letters which provide information about our disciplinary powers.
SECTION 2: COMMUNICATION
7. Which method(s) of communication were used during the investigation of the case? 2014 7 4 2
Email Letter
Telephone
2013 3 6 2
2012 10 11 6
2011 1 6 1
8 (100%) 0
2013
6 (100%) 0
2012
11 (92%) 1 (8%)
2011
6 (100%) 0
8 (100%) 0
2013
6 (100%) 0
2012
10 (83%) 2 (17%)
2011
6 (100%) 0
4. Did you feel that we made you aware that a complaint had been made against you at the appropriate time?
2014
YES NO
8(100%) 0
2013
5 (83%) 1 (17%)
2012
7 (78%) 2 (22%)
2011
4 (67%) 2 (33%)
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