Complaints

Complaints about the Inspectorate

Our remit does not allow us to deal with complaints about specific courts or to comment on 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.

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.

HMICA was set up to inspect and report on the administration and management of Her Majesty's Courts Service (HMCS) in order to improve performance and disseminate good practice. It cannot take action in respect of specific complaints regarding HMCS nor comment on judicial decisions made by the courts. Complaints regarding HMCS should be directed to the Director for the relevant Courts Area.

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, Senior Inspectors or Inspectors contained in reports on the organisation and administration of magistrates' courts.

Our complaints procedure for complaints about HMICA

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 Eddie Bloomfield, HM Chief Inspector at HMICA, 8th Floor, Millbank Tower, Millbank, London SW1P 4QP
  2. Complaints may also be sent to the Inspectorate via the Internet to: eddie.bloomfield@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.
  6. The HMICA complaints procedure is available in Welsh. We undertake to respond in Welsh to any written complaints made in Welsh about the work of the Inspectorate in relation to Welsh courts.