The Dispute Resolution Service (DRS) takes all complaints seriously. If you are unhappy with the assistance or treatment you have received, see our complaints policy and procedure. If you have a complaint about the service please email or write to the Service Manager.
To make sure that all complaints are handled efficiently and fairly, we will follow the guidelines below when dealing with any complaint pertaining to the service. This runs through various stages when complainants continue to feel unhappy with the response they have received.
The DRS will be the first recourse for all complaints, whether based on the service provided, the assistance given. Complaints could come in the form of a written complaint, a telephone complaint or a complaint in person. The guidelines for dealing with each of these are outlined below.
Telephone Complaint
Upon receipt of a complaint the DRS will log the complaint on the Complaint Tracking register, recording the date of the complaint, a summary of it and the name of the complainant. The person taking the call will fill out a complaint report form summarising the nature of the complaint. The caller will be advised of this, and will be offered the option of writing in separately if they wish. The report will be placed on file and passed to the service manager for resolution. The service manager will acknowledge the complaint and carry out a full investigation within five working days. The service manager will respond to the complaint within 10 working days of its receipt. If the service manager is unable to resolve the complaint, the report will be passed to Her Majesty's Courts Service (HMCS) within two working days of the investigation finishing.
HMCS will acknowledge receipt of the complaint within two working days and produce a formal reply within 10 calendar days from receipt. Final replies will be copied to the DRS.
Written Complaint
Upon receipt of a letter of complaint the DRS will log the complaint of the Complaint Tracking register. The report will be placed on file and passed to the service manager for resolution. The service manager will acknowledge the complaint and carry out a full investigation within five working days. The service manager will respond to the complaint within 10 working days of its receipt. If the service manager is unable to resolve the complaint, the report will be passed to HMCS within two working days of the investigation finishing.
HMCS will acknowledge receipt of the complaint within two working days and produce a formal reply within 10 calendar days from receipt. Final replies will be copied to the DRS.
Complaint in Person
The Dispute Resolution Service will log the complaint on the Complaint Tracking register. The person taking the complaint will fill out a complaint report form summarising the nature of the complaint. The complainant will be advised of this, and will be offered the option of writing in separately if they wish. The report will be placed on file and passed to the service manager for resolution. The service manager will acknowledge the complaint and carry out a full investigation within five working days. The service manager will respond to the complaint within 10 working days of its receipt. If the service manager is unable to resolve the complaint, the report will be passed to HMCS within two working days of the investigation finishing.
HMCS will acknowledge receipt of the complaint within two working days and produce a formal reply within 10 calendar days from receipt. Final replies will be copied to the DRS.
