Northampton Bulk Centre
Bulk Centre Complaints
Complaints Procedure | Complaints Results April to December 2007
Should you wish to make a complaint regarding any aspect of service that you have received from the Bulk Centre, you should in the first instance address this to the Section Manager:
Email: Customer Service team
Postal Address:
The Bulk Centre
1st Floor
St Katharine's House
21 - 27 St Katharine's Street
Northampton
NN1 2L
Your complaint will be answered within 5 working days.
If a complaint is escalated, then it will be answered by the Bulk Centre Manager.
If you are still dissatisfied, then you may refer your complaint to the HM Courts Service Customer Service Unit:
Clive House
70 Petty France
London
SW1H 9HD
Telephone: 020 7189 2000
|
Month |
Complaint number |
Complaints in target |
Praise/ suggestions |
|
April |
27 |
77.8% |
2 |
|
May |
28 |
85.7% |
7 |
|
June |
33 |
81.8% |
8 |
|
July |
38 |
84.2% |
2 |
|
August |
52 |
92.3 |
6 |
|
September |
40 |
85% |
38 |
|
October |
47 |
95.7% |
26 |
|
November |
43 |
90.7% |
18 |
|
December |
31 |
87.1% |
20 |
|
Cumulative Totals |
339 |
87.6%
|
126 |
The HMCS national target for replying to complaints within 5 days is 85%. From April to December 2007 the County Court Bulk Centre has achieved 87.6% from 339 complaints. As a result of improving our services we have also witnessed an increase in the amount of feedback and praise.
The Bulk Centre endeavours to promptly put things right when they go wrong and learn from any mistakes. In response to these complaints we:
-
Completed a Lessons Learnt exercise following the conclusion of each complaint received to minimise error repetition.
-
Fed back ideas to improve MCOL web site to Promoting E-chanels project team.
-
Made suggestions to the Court Service Civil Justice and Legal Services Directorate regarding possible wording changes to the TEC Order for recovery form and subsequent procedural amendments relating to the service of these documents by Local Authorities.
-
Reviewed, revised and standardised all Bulk Centre procedural job cards used by staff.
-
Re-worded the standard covering letter sent with all N244 application forms to TEC respondents and CCBC defendants clarifying instructions relating to the completion of the form.
-
Introduced a practice whereby out of time application forms are automatically sent to respondents when returning statutory declaration forms, where the filing deadline is beyond ten days.
-
Introduced more detailed, random spot-checking of work leaving this office.
-
Obtained judicial clarification regarding ambiguous procedures relating to name changes on civil debt claims.