Complaints

Complaints about the work of the courts

HMICA was set up to inspect the system supporting the Crown, county and magistrates' courts. Inspection is not the same as the investigating of complaints. HMICA cannot look into complaints about individual cases or judicial decisions made by the courts. Complaints should only be submitted if they directly relate to the service provided by HMICA. If your complaint is about HMICA itself then our complaints procedure, which is outlined below, applies.

If you have a complaint about the way HMCS dealt with you or your case you should in the first instance write to the Manager of the relevant court. The Manager will look in to the complaint and provide you with a reply. If you are unsatisfied with the response, you may write to the Area Director. You may also contact the HMCS Complaint Handling and Enquiries Team at:
Zone C, 1st Floor
1st Floor
102 Petty France
London
SW1H 9AJ
Telephone: 0845 4568770
Fax: 020 3334 4087

Disability Helpline/Textphone: Freephone 0800 358 3506

e-mail: customerserviceshq@hmcourts-service.gsi.go.uk


If you have a complaint about the personal conduct of a Judge please contact:
The Office for Judicial Complaints
10th Floor Tower, 10.52
102 Petty France, London, SW1H 9AJ


Tel: 020 3334 2555
Fax: 020 3334 2541
Minicom: 020 3334 2668


If your complaint is in regard to CAFCASS contact:
 feedback@cafcass.gov.uk
Or you can write to:
Feedback @ Cafcass
6 Mendip House
High Street
Taunton
TA1 3SX
Alternaively contact your local Customer Service and Quality contact at:
North: 01274 386112
Central: 01332 866480
South: 01823 340203

Our complaints procedure for complaints about HMICA

 

It is our policy to respond to all enquiries promptly and courteously. Although we work hard to provide a good service, sometimes things go wrong. We aim to provide a procedure for handling complaints about our work confidentially, fairly and speedily.

The definition of a complaint is: Any written or spoken expression of dissatisfaction with the service provided by a member of staff of HMICA (and staff acting on behalf of HMICA) including about delays in replying to letters, not answering telephones, alleged rudeness etc.

The complaints procedure does not cover expression of dissatisfaction about the judgements made by the Chief Inspector or Inspectors contained in inspection reports.

Oral complaints

  1. HMICA staff aim to respond constructively and promptly to all oral complaints
  2. Sometimes, the person who receives the complaint is not the right person to deal with it; in these instances, it will be referred to the appropriate member of staff who will contact you within two working days. He or she may wish to discuss the complaint further with you before responding.
  3. If appropriate, we will then look further into your complaint and reply within 15 working days. If this target cannot be achieved for any reason, we will explain why and indicate when we can reply.
  4. If you are unhappy with our reply to your complaint and want to take it further, we will ask you to make a formal written complaint.

Written complaints

  1. All letters of complaint should be addressed to Mr David Abbott, 2nd Floor, Carlton Tower, 34 St Pauls Street, Leeds, LS1 2QB
  2. Complaints may also be sent to the Inspectorate via the Internet to: ist@hmica.gsi.gov.uk  
  3. You will receive an acknowledgement within two days. You will also be told which senior member of staff will investigate the complaint and reply to you.
  4. You will receive a full written reply to your complaint within 15 working days. If we cannot achieve this target for any reason, we will indicate when we can reply.
  5. If, when you receive our reply, you think we have made a mistake, write to the Chief Inspector and explain why. He will look again at your complaint and respond within 15 days.