Our performance July 2008
- We received 1402 new complaints about poor service and closed 1379
- 63% of complaints were closed within three months
- We received 6129 calls on our helpline
- The Legal Services Ombudsman was satisfied with 64% of the handling of our cases in July
Cases from previous month |
Cases received |
Cases closed |
Cases carried forward |
Case movement |
|
|---|---|---|---|---|---|
Complaints about poor service |
3685 |
1402 |
1379 |
3708 |
23 |
208 |
52 |
58 |
202 |
-6 |
|
Enquiries |
289 |
475 |
493 |
271 |
-18 |
Total |
4182 |
1929 |
1930 |
4181 |
-1 |
Within 3 months |
Within 6 months |
Within 9 months |
Within 12 months |
|
|---|---|---|---|---|
July |
63% |
84% |
89% |
100% |
Year to date* |
66% |
86% |
93% |
99% |
July |
|
|---|---|
Calls answered |
6129 |
Calls abandoned |
124 |
July |
Year to date* |
|
|---|---|---|
Number of forms sent out |
994 |
3681 |
Number of forms received |
425 |
1497 |
Response rate |
43% |
41% |
Satisfaction with our service |
87% |
85% |
Satisfaction with the outcome of the case |
81% |
78% |
July |
Year to date* |
|
|---|---|---|
Conciliated (resolved by agreement) |
443 |
1821 |
Not upheld by us |
260 |
1053 |
Outside our jurisdiction |
97 |
343 |
Resolved with our intervention |
23 |
57 |
Upheld |
162 |
406 |
Upheld but no action |
3 |
21 |
Withdrawn by customer |
70 |
250 |
Customer has not responded |
37 |
145 |
Referred back to solicitors to handle internally |
46 |
192 |
Solicitors reasonable offer made |
45 |
168 |
Within jurisdiction but investigation declined |
104 |
322 |
Complaint referred to Solicitors Disciplinary Tribunal |
0 |
0 |
Details of complaint noted. Ongoing 'other action' prevents us from investigating |
31 |
126 |
Details of complaint noted. Ongoing 'probate' prevents us from investigating |
11 |
33 |
Customer to pursue legal remedy |
19 |
90 |
Customer to seek advice / gather evidence |
19 |
80 |
Incapacity of customer / solicitor |
0 |
3 |
Other |
2 |
6 |
Total |
1372 |
5116 |
*Our reporting year runs from April until March. Year to date figures are re-set at the beginning of April.
The full report for this month and previous months is available on request.
Please email lcs-reports@legalcomplaints.org.uk if you require a copy.
