The Northern Ireland Court Service

Annual Summary of Complaints Statistics April 2006 – March 2007  

 

Complaints Statistics

The purpose of this report is to provide an overview of complaints received throughout the Court Service during the period April 2006 to March 2007.
A member of the public can either make a complaint directly to a court office or make the complaint centrally to the Information Centre in Belfast.

 

Complaints received

During the year a total of 193 complaints were received throughout the Court Service.  A total of 11 of these complaints related to an organisation other than the Court Service reducing the total number of complaints received relating to the Court Service to 182. For the purpose of this report our statistical analysis will only include those complaints which relate directly to the Court Service.

In the 12 month period from April 2006 to March 2007, 94% of complaints were answered within the target time of 15 days.  6% were not answered within the target time due to complex nature of the complaints and additional time was required to research the background to the cases.

Complaints were received in 6 main business areas as can been seen below.

Breakdown of complaints by Business Area

There are 21 courthouses within the Northern Ireland Court Service. Larne, Limavady and Armagh Courthouses received no complaints within the 12 month period April 2006 – March 2007.The breakdown of the number of complaints received at the remaining 18 courthouses can be seen below. (Banbridge Courthouse closed to the public in October 2006)

Number of complints received between April 2006 and March 2007 broken down by courthouse

 

Breakdown of complaints by category

A breakdown of each of the categories of complaint can be seen below.

Breakdown of complaints by Category

The area that received the most complaints was concerning administrative errors, 42 complaints in total were received.  A breakdown of where these complaints were received is shown below.

Number of complaints regarding administrative errors

The area that received the most complaints was concerning administrative errors, 42 complaints in total were received.  A breakdown of where these complaints were received is shown below.

Number of complaints regarding accomodation

Complaints regarding delays received a total of 23 complaints; a breakdown of where these complaints were received is shown below.

Number of complaints regarding delays

 

How complaints were made

The most frequent method of making a complaint was to put it in writing (34%) the second was to make the complaint by email (18%) and over the telephone (14%).  A full breakdown of how complaints were received can be seen below.

Breakdown of how complaints were received