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Were you happy with the method(s) of communication used? 2014


2013


YES NO


No response


0 0


2012


8 (100%) 6 (100%) 10 (82%) 0 0


1 (9%) 1 (9%)


2011


3 (50%) 0


3 (50%)


8. Did we keep you adequately informed about the progress of the complaint made against you?


2014


YES NO


N/A Comments: IPS comments/learning points:


We continue to consider ways to make improvements in the way we communicate with members.


We have implemented a process whereby a letter is sent to members at least once a month to inform them about the progress of the investigation. We have also made it clearer in all written communication that investigators are available to discuss cases with members where they have questions about the procedures. CILEx is able to signpost members to support services to deal with responses to complainants.


9. We aim to respond to initial complaints within seven working days. How satisfied were you with the time we took to respond to your letters/emails during the investigation of the case?


Very dissatisfied Fairly dissatisfied Acceptable


Fairly satisfied Very satisfied


2014 0 0


3 (37%) 0


5 (63%)


2013 0 0 0


2 (33%) 4 (67%)


10. Were our letters easy to understand? 2014


2013


YES NO


Comments:


1. One member commented that it was ‘very easy to understand since all requirements are found in [the] website of cilex’ IPS comments/learning points:


We are pleased that members find communications easy to follow. We aim to ensure consistency of information across the CILEx group.


We will continue to ensure our communications are easy to understand and provide opportunity for those we communicates with to contact us where clarification is required.


32 Professional standards for specialist lawyers


14. Did you feel that we fully understood your response to the complaint?


2014


YES NO


8(100%) 0


2013


5 (83%) 1 (17%)


2012


7 (58%) 5 (42%)


2011


6 (100%) 0


8 (100%) 0


6 (100%) 0


2012 0 0


2 (16%) 5 (42%) 5 (42%)


2012


12 (100%) 0


2011 0 0


2 (33%) 0


4 (67%) 2011


6 (100%) 0


8 (100%) 0 0


2013


5 (83%) 1 (17%) 0


2012


10 (82%) 1 (9%) 1 (9%)


2011


6 (100%) 0 0


11. If you left telephone messages did we call you back promptly?


2014


YES NO


N/A Comments:


1. Two members answered not applicable as they did not make any phone calls to us. IPS comments/learning points:


We are pleased that we are able to respond to members expeditiously and will continue to do so.


12. Our targets for referring complaints to the Professional Conduct Panel are 80% cases referred 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?


Very dissatisfied


Fairly dissatisfied


Acceptable


2014 0


1(12.5%) 2 (25%)


Fairly satisfied 3(37.5%) Very satisfied No response


2 (25%) 0


2013 0


0


1 (17%) 3 (50%) 2 (33%) 0


2012 1 (8%)


2 (17%)


3 (25%) 3 (25%) 1 (8%)


2 (17%)


2011 0


0


1 (17%) 2 (33%) 3 (50%) 0


13. How satisfied were you with the overall time we took to deal with your case?


2014


Very dissatisfied


Fairly dissatisfied


Acceptable 1(12.5%) 0 4 (50%)


Fairly satisfied 1(12.5%) Very satisfied


2 (25%)


2013 0


0 0


3 (50%) 3 (50%)


2012 1 (8%)


1 (8%)


6 (50%) 2 (17%) 2 (17%)


2011 0


0


1 (17%) 2 (33%) 3 (50%)


5 (63%) 0


3 (37%) 2013


5 (83%) 0


1 (17%) 2012


6 (100%) 0 -


2011


4 (100%) 0 -


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