Legal Services Commission: Complaints

Justice written question – answered on 15th July 2008.

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Photo of Edward O'Hara Edward O'Hara Labour, Knowsley South

To ask the Secretary of State for Justice

(1) how many claims for redress and compensation the Legal Services Commission received in respect of (a) the unified contract, (b) online services provided by the Commission and (c) late payments by the Commission in (i) 2006-07, (ii) 2007-08 and (iii) 2008-09; what action the Commission has taken in response; and which claims remain outstanding;

(2) how the Legal Services Commission records complaints under its complaints procedures; what complaints databases it maintains; what classes of information are recorded on such databases; which departments in the Commission maintain records of complaints; and what grade of official is responsible for the (a) entry, (b) verification and accuracy, (c) audit and (d) security of the data of such information;

(3) how many complaints handlers there are within the Legal Services Commission to handle complaints made to the Commission; and where each is located;

(4) how many complaints were received about information relating to account holders' payments held by the Legal Services Commission being (a) sent to the wrong suppliers and (b) sent in a unusable format since 1April 2008;

(5) how many payments have not been made by the Legal Services Commission on the due date to suppliers since 1 April 2008;

(6) how many of the complaints under the Legal Services Commission's complaints procedures have been made by (a) hon. Members, (b) those seeking legal services funded by the Legal Services Commission and (c) providers of services funded by the Legal Services Commission in each year since 2004-05;

(7) how many telephone complaints have been made to (a) the Chief Executive's Office, (b) the Central Customer Service Unit and (c) the North of England Regional Office of the Legal Services Commission on (i) non-compliance with the Commission's complaints procedure guarantee and (ii) failures to respond to complaints about the Commission's non-compliance with its complaint procedure guarantee; and in what form such complaints were recorded;

(8) how much in due payments was not processed by the date due by the Legal Services Commission since 1 April 2008;

(9) what (a) interest, (b) compensation and (c) other costs have been paid by the Legal Services Commission to suppliers to whom the Commission failed to make due payments by the due date since 1 April 2008.

Photo of Maria Eagle Maria Eagle The Parliamentary Under-Secretary of State for Justice

Seven members of staff work in the Legal Services Commission's Central Customer Service Unit in London, which is responsible for handling complaints. Many other staff deal with a wide range of telephone, email and written inquiries from both providers and clients in the LSCs other offices including the regions and Wales. The information is not held centrally in the format requested and could be compiled only at disproportionate cost.

Does this answer the above question?

Yes1 person thinks so

No2 people think not

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