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Action points arising 2012 Review complaints handling leaflet on introduction of new IDAR Inform CILEx that members have expressed dissatisfaction with level of support available from CILEx

Take customer satisfaction feedback into account as part of development work of new IDAR and Fitness to Practise Manual

On C1 form, reword question 20 to say “Did our report provide a satisfactory summary of the issues?” OR remove this question as the answer is dependent on whether the report agrees with the complainant or not.

Produce individual feedback forms for different types of decision to remove anomalies in the forms: • Rejections – complainant only • Determination by consent – member and complainant (where applicable) • Rule 22 investigations (no complainant) – member only

• Referral by PCP to DT – at this stage the investigation ends and proceedings begin, therefore is appropriate point to get feedback about investigation (present form not suitable where there have been DT proceedings)

Consider reducing number of question: a shorter form might prompt more responses

Consider need to send equality & diversity form with survey: however, additional questions may further reduce the number of forms returned

The forms are a mix of questions about service and policy/procedures: consider separating these and emphasising to members/complainants that feedback on service is distinct from feedback on policy/IDAR or the outcome in the case. Consider whether IPS wants feedback on policy/IDAR or simply on performance of case officers.


Ensure that complainants are fully aware of the outcomes that can be achieved. Amend standard letters to make this clearer

Ensure that monthly updates are provided to complainants and members

Amend CSQ for members and complainants to make the form shorter but allow for improved feedback with the aim of increasing the level of engagement with consumers.

Amend the CSQ so that one section clearly differentiates feedback on policy and on performance E & D form to be included with the CSQ form.

Amend the CSQ forms to include a question whether members and complainants were referred to the website for information on complaints procedures

Give CSQ clearer subheadings within the body of the document to indicate the stages of the complaint as Section 1 – General, Section 2 Investigation Stage, Section 3 - PCP stage, Section 4 - Tribunal and Appeal stage, and Section 5 – Any Other Comments. Each section would have those questions currently on the form slotted into the relevant stage of the disciplinary procedure.

2014 Make first telephone call contact with complainant to introduce the investigator

1. This question was not removed as it was decided that complainants should be allowed to comment on whether we reflected their complaint correctly or not. Any comments could raise issues for development and removal of this question may prevent the complainant from having a forum to voice concerns.

2. An additional review of the form was conducted and it was decided that to split the questionnaire into several parts would not benefit consumers and would become difficult to manage.

The purpose of the CSQ is to gauge the level of service received by our consumers.

3. This action point is in development to ensure that in all portfolio areas the CSQ questions are consistent in their approach to obtaining feedback.

4. This was delayed to develop an E&D questionnaire that is consistent throughout the whole organisation. A template now exists and will be ready for implementation in 2014.

✰ ✰

Not to be actioned see comment 4 below

To be reviewed ✰ ✰

Not to be actioned see comment 3

✰ To be reviewed

✰ ✰ ✰

Not to be actioned see comment 1

Not to be actioned see comment 2 below


40 Professional standards for specialist lawyers

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