The Northern Ireland Court Service

Summary of Complaints Statistics July 2007 – September 2007  

Complaints Statistics

The purpose of this report is to provide an overview of the complaints recorded across the Court Service during the quarter July – September 2007. For comparison purposes the figures from the previous 15 months are also provided.

 

Overview

During the quarter a total of 36 complaints were recorded from 15 locations; this figure reflects a reduction of 6% on the previous quarter but is similar to the same period last year.

Of the 36 complaints registered and investigated 26 of them were upheld and as a result of the complaints received we have been able to make the following improvements:

 

Breakdown by location

A breakdown of the complaints recorded by location can be seen on the following table.

Breakdown of complaints received by quarter

 

Apr -June 06

July-Sept 06

Oct-Dec 06

Jan - Mar 07

Apr-June 07

July -Sept 07

Antrim

1

0

2

1

3

1

Armagh

0

0

0

0

2

0

Ballymena

1

2

4

4

0

2

Bangor

2

0

0

7

0

0

Coleraine

1

2

0

1

0

0

Craigavon

3

0

0

0

1

1

Downpatrick

0

0

2

0

0

0

Dungannon

1

0

1

0

0

1

Enniskillen

2

0

0

0

1

0

Laganside Courts

4

1

1

11

4

6

Larne

0

0

0

0

0

0

Limavady

0

0

0

0

0

0

Lisburn

0

0

0

1

0

0

Londonderry

1

0

0

1

1

0

Magherafelt

0

1

0

0

1

1

Newry

0

1

2

1

3

2

Newtownards

9

0

1

1

1

0

Omagh

3

0

1

1

2

0

Royal Courts of Justice

5

8

16

6

4

3

Strabane

0

0

0

1

0

1

Court Funds Office

0

2

0

0

2

2

Information Centre

0

3

0

0

1

1

Enforcement of Judgments Office

3

8

5

2

5

3

Coroners Service

0

0

0

1

0

1

Central Complaints

5

6

7

12

7

10

Customer Service Centre

-

-

-

-

-

1

Total

41

34

42

50

38

36

The venues that recorded the most complaints were: Information Centre (central complaints) (10) Laganside Courts (6) EJO (3) and RCJ (3) this would be consistent with returns over the previous 12 months.  Larne and Limavady Courthouses recorded no complaints during the past 18 months.

 

Central Complaints

The 10 complaints recorded centrally are:

 

Breakdown by category

There are 4 categories of complaint that regularly appear on complaints returns

These 4 areas accounted for 21 (72%) of the complaints received during this quarter.

A breakdown of the complaints received by category can be seen in the following table.

 

Breakdown of Complaints received by category

 

Apr - June 06

July-Sept 06

Oct-Dec 06

Jan - Mar 07

Apr-June 07

July - Sept 07

Summons Server

3

1

1

2

2

0

Court Service Staff

8

2

4

4

5

8

Delays

7

6

4

6

4

9

Administrative Error

11

5

12

14

5

6

Accommodation

7

5

11

12

4

4

Jury Service

1

3

0

3

2

1

Information Available

2

6

0

0

6

3

Telephone Manner

1

0

0

0

0

0

Other

2

1

4

6

5

0

Online Services

0

3

0

1

0

0

Maybin Staff

0

2

1

1

0

0

Fees

0

0

1

0

0

2

Catering

0

0

1

1

3

1

Website

0

0

3

0

0

0

Minor of Age Funds

0

0

0

0

1

0

Interest Rate of Investment

0

0

0

0

1

1

Investment of fund

0

0

0

0

0

1

Total

41

34

42

50

38

36

A breakdown by location of the 4 main categories of complaints recorded can be seen in the following tables.

 

Administrative Error

 

Apr - June 06

July - Sept 06

Oct - Dec 06

Jan - Mar - 07

Apr - Jun 07

Jul -Sept 07

Ballymena

0

0

1

2

0

1

Coleraine

0

1

0

1

0

0

Craigavon

3

0

0

0

0

1

Laganside Courts

2

0

0

4

1

0

Magherafelt

0

1

0

0

0

1

Newry

0

0

1

0

0

1

Newtownards

2

0

0

0

0

0

Omagh

0

0

1

0

0

0

RCJ

1

0

3

3

2

1

EJO

2

2

4

0

1

1

Coroners Service

0

0

0

1

0

0

Central Complaints

1

1

2

3

1

0

Information Centre

0

0

0

0

1

0

Total

11

5

12

14

6

6

 

Court Service Staff

 

Apr - June 06

July - Sept 06

Oct - Dec 06

Jan - Mar - 07

Apr - Jun 07

Jul - Sept 07

Antrim

0

2

2

1

0

0

Ballymena

0

0

1

0

0

0

Enniskillen

2

0

0

0

0

0

Laganside Courts

1

0

0

0

0

2

Newry

0

0

0

0

2

0

Omagh

3

0

0

0

1

0

RCJ

1

1

0

1

1

2

Information Centre

0

1

0

0

0

0

Central Complaints

0

0

1

2

1

1

Dungannon

0

0

0

0

0

1

EJO

0

0

0

0

0

1

Customer Service Centre

0

0

0

0

0

1

Total

7

2

4

4

5

8

 

Information Available

 

Apr - June 06

July - Sept 06

Oct - Dec 06

Jan - Mar - 07

Apr - Jun 07

Jul- Sept 07

Bangor

1

0

0

0

0

0

Coleraine

0

1

0

0

0

0

Craigavon

0

0

0

0

1

0

Londonderry

0

0

0

0

1

0

Newry

0

1

0

0

0

0

RCJ

1

1

0

0

0

0

EJO

0

0

0

0

4

0

CFO

0

1

0

0

0

0

Information Centre

0

2

0

0

0

1

Central Complaints

0

0

0

0

0

2

Total

2

6

0

0

6

3

 

Delays

 

Apr - June 06

July - Sept 06

Oct - Dec 06

Jan - Mar - 07

Apr - Jun 07

Jul-Sept 07

Ballymena

0

1

2

0

0

0

Coleraine

1

0

0

0

0

0

Laganside Courts

1

0

0

1

0

3

Lisburn

0

0

0

1

0

0

Londonderry

1

0

0

0

0

0

Magherafelt

0

0

0

0

1

1

Newry

0

0

0

0

1

1

RCJ

1

0

1

2

0

0

EJO

1

4

1

1

0

2

CFO

0

1

0

0

0

0

Information Centre

0

0

0

0

0

0

Central Complaints

2

0

0

1

2

2

Total

7

6

4

6

4

9

 

Response Time

During this quarter 34 (94%) of the complaints received were answered within the 15 day turnaround time; this is consistent with the 94% answered within the target time during the last year. A breakdown of how many complaints were answered within the target time of 15 days over the past 18 months can be seen in the table below.

Complaints answered within 15 Days

 

Apr - Jun 06

Jul- Sept 06

Oct -Dec06

Jan - Mar 07

Apr- Jun 07

Jul-Sept

Yes

40

32

41

46

35

34

No

1

2

1

4

3

2

 

Breakdown of how complaints are received

Registering a complaint by letter still remains that most popular method used by customers (44%). A breakdown of how complaints are received can be found below.

Method of making a complaint

 

Apr -Jun 06

Jul- Sept 06

Oct -Dec06

Jan - Mar 07

Apr- Jun 07

Jul-Sept

Letter

13

11

15

16

16

16

In Person

10

0

8

6

2

2

Telephone

6

7

5

8

5

6

Email

8

8

9

4

8

7

Complaints Form

3

5

1

10

4

4

Fax

0

0

1

0

0

0

Comment Card

1

3

3

6

3

1

total

41

34

42

50

38

36