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

Number and type of contact received
	Cases from previous month	Cases received	Cases closed	Cases carried forward	Case movement
Complaints about poor service	3685	1402	1379	3708	23
Remuneration certificates	208	52	58	202	-6
Enquiries	289	475	493	271	-18
Total	4182	1929	1930	4181	-1

Customer satisfaction
	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%

Outcome of complaints
	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Withdrawn by customer	70	250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.