Performance

Strategic objective 1: Service First

Putting things right

Complaints are an important aspect of customer feedback. They identify gaps or deficiencies in service delivery and lead to improvements.

• Our website contains full contact details, which makes it easy for people to contact us in person, by phone or by letter, fax or email.
• The Agency Customer Service Manager can be contacted on freephone 0800 015 8002.

Customers are informed of improvements made in response to complaints either directly or through our customer newsletter, ‘Landnet’. Information about improvements is also published in the short report to our annual customer survey and in regular features in the Law Society Gazette.

In 2003-04 we received 2,849 complaints (5.5 per cent fewer than we received in 2002-03). We responded to 88 per cent of complaints within our five-day target (compared with 90 per cent in 2002-03).