IPS COMPLAINTS & DISCIPLINARY FUNCTION


CUSTOMER SATISFACTION SURVEYS ANALYSIS OF RESPONSES FROM COMPLAINANTS 2012


Number of surveys sent: 2014


10


2013 9


2013


2012 10


Number of responses received at year end 2014


3 (30%) 4 (44%) 2012 4 (40%)


2011 12


2011 4 (33%)


Of the ten surveys sent to complainants only three responses were received and only two cases had findings made against the member. Of the three responses that were received, one case was withdrawn and two complaints were rejected. One of the responses received was sent by way of an email with free standing comment and therefore they have not answered the questions. Two complainants stated they would not complete the form and the remaining six did not send any reply.


SECTION 1: FINDING OUT ABOUT IPS 1. How did you find out about us?


2014 Internet


Member of ILEX CAB/Law centre Solicitor


Legal Ombudsman Other


No reply 2013 0


1 (25%) 0


2012


1(33.3%) 2 (50%) 2 (50%) 1(33.3%) 0 0 0 0


0 0 0


1 (25%) 1 (25%) 0


1(33.3%)


2. How easy was it to find out about our service? 2014


Very difficult Fairly difficult Acceptable Fairly easy Very easy


Standard answer not provided


No Reply


0 0 0 0


2013 0


1 (25%) 0


0


2012 0 0 0


0 0


2011 0 0 0


2 (50%) 2 (50%) 2 (50%)


1 (33.3%) 1 (25%) 2 (50%) 2 (50%) 1 (33.3%)


0 1 (33.3%) 0


Comments: 1. I didn’t find out about it I was given a number to call.


0


YES NO


No response


2011 0


1 (25%) 0


2 (50%) 0


1 (25%) 1 (25%)


SECTION 2: COMPLAINTS PROCEDURE 3. How did you complain to IPS? 2014


2013 By letter


IPS complaints form (sent to you by post)


IPS complaints form (downloaded from website)


Other No reply


0 0


2 (66.6%) 0 1(33.3%)


4. Was a complaints handling procedure leaflet sent to you? 2014


2013


YES NO


No Reply 1(33.3%) 2012


2 (50%) 1 (25%) 0


0 2011


2 (66.6%) 2 (50%) 3 (75%) 4 (100%) 0


0 0


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


No response


2014 0 0 0


1(33.3%)


2013 0 0 0 0


1(33.3%) 1 (25%)


2012 0 0 0


2011 0 0


1 (25%)


2 (50%) 1 (25%) 0


0 1(33.3%) 3 (75%) 2 (50%) 2 (50%)


5. Did the leaflet provide a satisfactory summary of the process that would be followed?


2014


2 (66.6%) 0


1 (33.3%) 2013


2 (50%) 0


2 (50%) 2012


2 (50%) 1 (25%) 1 (25%)


2011


4 (100%) 0 0


2012 0 2011


3 (75%) 3 (75%) 3 (75%) 1 (25%)


0 0 0 1 (25%) 1 (25%) 0 0


Professional standards for specialist lawyers 35


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