The Northern Ireland Court Service

Summary of Complaints Statistics October 2007 – December 2007  

 

Complaints Statistics

The purpose of this report is to provide an overview of the complaints recorded across the Court Service during the quarter October - December 2007. For comparison purposes the figures from the previous 18 months are also provided.

 

Overview

During the quarter a total of 44 complaints were recorded however 6 of these related to a judicial decision – as the Court Service has no role in judicial decisions these complaints have not been included for the purposes of the is overview.  This report will comment on the 38 remaining complaints.

The 38 Complaints were received from 12 locations this reflects a 5.5% increase on the previous quarter but 9.5% lower than the same period last year.

Of the 38 complaints registered and investigated 24 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

Oct -Dec 07

Antrim

1

0

2

1

3

1

4

Armagh

0

0

0

0

2

0

0

Ballymena

1

2

4

4

0

2

2

Bangor

2

0

0

7

0

0

0

Coleraine

1

2

0

1

0

0

0

Craigavon

3

0

0

0

1

1

0

Downpatrick

0

0

2

0

0

0

1

Dungannon

1

0

1

0

0

1

1

Enniskillen

2

0

0

0

1

0

0

Laganside Courts

4

1

1

11

4

6

4

Larne

0

0

0

0

0

0

0

Limavady

0

0

0

0

0

0

0

Lisburn

0

0

0

1

0

0

0

Londonderry

1

0

0

1

1

0

0

Magherafelt

0

1

0

0

1

1

0

Newry

0

1

2

0

3

2

3

Newtownards

9

0

1

1

1

0

2

Omagh

3

0

1

1

2

0

0

Royal Courts of Justice

5

8

16

6

4

3

2

Strabane

0

0

0

1

0

1

0

Court Funds Office

0

2

0

0

2

2

0

Information Centre

0

3

0

0

1

1

0

Enforcement of Judgments Office

3

8

5

2

5

3

5

Coroners Service

0

0

0

1

0

1

2

Central Complaints

5

6

7

12

7

10

8

Customer Service Centre

-

-

-

-

-

1

0

Civil Processing Centre

-

-

-

-

-

-

4

Total

41

34

42

50

38

36

38

The venues that recorded the most complaints were:  Information Centre (central complaints) (8) EJO (5) Civil Processing Centre (4) Antrim (4) Laganside Courts (4). This would be consistent with returns over the previous 18 months. Larne and Limavady Courthouses recorded no complaints during the past 21 months.


The RCJ returns have now been split to show complaints registered in the RCJ and the Civil Processing Centre.

 

Central Complaints

The 8 complaints recorded centrally are:

 

Breakdown by category

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

These 4 areas accounted for 17 (45%) 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

Oct -Dec 07

Summons Server

3

1

1

2

2

0

2

Court Service Staff

7

2

4

4

5

8

4

Delays

7

6

4

6

4

9

7

Administrative Error

11

5

12

14

6

6

4

Accommodation

7

5

11

12

3

4

4

Jury Service

1

3

0

3

2

1

0

Information Available

2

6

0

0

6

3

2

Telephone Manner

1

0

0

0

0

0

0

Other

2

1

4

6

5

0

3

Online Services

0

3

0

1

0

0

0

Security Staff

0

2

1

1

0

0

3

Fees

0

0

1

0

0

2

3

Catering

0

0

1

1

3

1

3

Website

0

0

3

0

0

0

3

Minor of Age Funds

0

0

0

0

1

0

0

Interest Rate of Investment

0

0

0

0

1

1

0

Investment of fund

0

0

0

0

0

1

0

Total

41

34

42

50

38

36

38

 

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

Oct -Dec 07

Ballymena

0

0

1

2

0

1

0

Coleraine

0

1

0

1

0

0

0

Craigavon

3

0

0

0

0

1

0

Laganside Courts

2

0

0

4

1

0

1

Magherafelt

0

1

0

0

0

1

0

Newry

0

0

1

0

0

1

0

Newtownards

2

0

0

0

0

0

0

Omagh

0

0

1

0

0

0

0

RCJ

1

0

3

3

2

1

0

EJO

2

2

4

0

1

1

0

Coroners Service

0

0

0

1

0

0

0

Central Complaints

1

1

2

3

1

0

2

Information Centre

0

0

0

0

1

0

0

Civil Processing Centre

0

0

0

0

0

0

1

Total

11

5

12

14

6

6

4

 

Court Service Staff

 

Apr - June 06

July - Sept 06

Oct - Dec 06

Jan - Mar - 07

Apr - Jun 07

Jul - Sept 07

Oct -Dec 07

Antrim

0

2

2

1

0

0

0

Ballymena

0

0

1

0

0

0

0

Enniskillen

2

0

0

0

0

0

0

Laganside Courts

1

0

0

0

0

2

0

Newry

0

0

0

0

2

0

1

Omagh

3

0

0

0

1

0

0

RCJ

1

1

0

1

1

2

1

Information Centre

0

1

0

0

0

0

0

Central Complaints

0

0

1

2

1

1

1

Dungannon

0

0

0

0

0

1

0

EJO

0

0

0

0

0

1

0

Customer Service Centre

0

0

0

0

0

1

0

Downpatrick

0

0

0

0

0

0

1

Total

7

2

4

4

5

8

4

 

Information Available

 

Apr - June 06

July - Sept 06

Oct - Dec 06

Jan - Mar - 07

Apr - Jun 07

Jul- Sept 07

Oct -Dec 07

Bangor

1

0

0

0

0

0

0

Coleraine

0

1

0

0

0

0

0

Craigavon

0

0

0

0

1

0

0

Londonderry

0

0

0

0

1

0

0

Newry

0

1

0

0

0

0

0

RCJ

1

1

0

0

0

0

0

EJO

0

0

0

0

4

0

0

CFO

0

1

0

0

0

0

0

Information Centre

0

2

0

0

0

1

0

Central Complaints

0

0

0

0

0

2

0

Ballymena

0

0

0

0

0

0

1

Civil Processing Centre

0

0

0

0

0

0

1

Total

2

6

0

0

6

3

2

 

Delays

 

Apr - June 06

July - Sept 06

Oct - Dec 06

Jan - Mar - 07

Apr - Jun 07

Jul-Sept 07

Oct -Dec 07

Ballymena

0

1

2

0

0

0

0

Coleraine

1

0

0

0

0

0

0

Laganside Courts

1

0

0

1

0

3

1

Lisburn

0

0

0

1

0

0

0

Londonderry

1

0

0

0

0

0

0

Magherafelt

0

0

0

0

1

1

0

Newry

0

0

0

0

1

1

1

RCJ

1

0

1

2

0

0

0

EJO

1

4

1

1

0

2

3

CFO

0

1

0

0

0

0

0

Information Centre

0

0

0

0

0

0

0

Central Complaints

2

0

0

1

2

2

1

Coroners Service

0

0

0

0

0

0

1

Total

7

6

4

6

4

9

7

 

Response Time

During this quarter 35 (92%) 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 previous year. A breakdown of how many complaints were answered within the target time of 15 days over the past 21 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

Oct -Dec

Yes

40

32

41

46

35

34

35

No

1

2

1

4

3

2

3

 

Breakdown of how complaints are received

Registering a complaint by letter still remains that most popular method used by customers (58%). 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

Oct-Dec

Letter

13

11

15

16

16

16

22

In Person

10

0

8

6

2

2

7

Telephone

6

7

5

8

5

6

3

Email

8

8

9

4

8

7

3

Complaints Form

3

5

1

10

4

4

2

Fax

0

0

1

0

0

0

0

Comment Card

1

3

3

6

3

1

1

total

41

34

42

50

38

36

38