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22. Did we make you aware that our investigation had come to an end?


2014


YES NO


No Response 1(33.3%) 2013


0 0


2012


0 0


2011


2(66.6%) 4 (100%) 4 (100%) 4 (100%) 0


0 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.)


YES NO


N/A No Response


2014 0


2013 1(25%) 0


2012 0


1(33.3%) 2 (50%) 3 (75%) 1(33.3%) 1(25%) 1(33.3%)


2011


2 (50%) 0


1 (25%) 2 (50%) 0


0


24. Was an appeal form sent to you, if you had indicated that you wished to appeal?


YES NO


N/A No Response


2014 0


2013 1 (25%) 0


2012 0


1(33.3%) 1 (25%) 3 (75%) 0


2011 0 0


1(33.3%) 2 (50%) 1 (25%) 4 (100%) 1(33.3%)


0


25. Overall, how satisfied were you with how we handled your complaint?


2014


Very dissatisfied Fairly dissatisfied Acceptable


Fairly satisfied Very satisfied No Response


2013


1(33.3%) 1 (25%) 1(33.3%) 0 0 0


0 1(33.3%)


2 (50%) 0


If you were dissatisfied, please give details:


1. I did not get the resolution I wished, but that was not the fault of IPS, but a considered decision about the situation and individual I was complaining about.


IPS comments/learning points:


We are grateful to the comment made here which clearly indicates that although the complainant did not receive the outcome they would have liked the investigation was thorough and a decision was reached on the facts


2012 0


1 (25%)


1 (25%) 1 (25%) 0


2011 0 0 0


2 (50%) 1 (25%) 0 0


3 (75%) 0


Impartial Fair


26. Do you consider that the process was: 2014


Proportionate YES NO YES NO


Consistent N/A Transparent


No response YES NO


N/A


No response YES NO


No response YES NO


Timely


No response YES NO


No response


Comments:


1. There was one comment made against ‘Consistent’ which was ‘my impression is that my complaint was handled by someone who did not know the difference between discreet and discrete.


2. Other comments were made under question 27 below. IPS comments/learning points:


1. In regard to comment 1 this related to information provided by a third party that had no bearing on the complaint or the investigation. We will in future make the reasons clearer as to why information cannot be disclosed.


27. If you could suggest one improvement to the service we offer what would that be?


1. Transparency – Telephone conversation and private submission were made to which I was not privy.


2. Oral evidence was given but no transcript retained. 3. Decision document very superficial with no analysis. IPS comments/learning points:


The comment about telephone conversations related to information that was not relevant to the complaint that we were investigating.


Meetings of the Professional Conduct Panel are private and are not tape recorded and therefore there is no transcript. Minutes are kept of these meetings but are not disclosed. However the parties receive a


38 Professional standards for specialist lawyers


2013


2012


2011


2 (66.6%) 3 (75%) 3 (75%) 4 (100%) (33.3) 1 (25%) 1 (25%)


0


1 (33.3%) 3 (75%) 3 (75%) 4 (100%) 0 0


0 2 (66.6%) 0


1 (25%) 1 (25%) 0


0 1 (33.3%)


1 (25%) 0


0 0 0


9 0 0 0 2 (66.6%)


0 0


0 0


1 (33.3%) 2 (50%) 4 (100%) 4 (100%) 1 (33.3%) 1 (25%) 0


0 0 0


1 (33.3%) 3 (75%) 0


2 (66.6%)


1 (33.3%) 3 (75%) 0


2 (66.6%)


1 (25%) 4 (100%) 0


1 (25%) 4 (100%) 0


1 (25%) 0


4 (100%) 0 0


4 (100%) 0 0


1 (33.3%) 3 (75%) 4 (100%) 3 (75%) 0


1 (25%) 0


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