Accessibility |

COPFS

Complaints Procedure

Freedom of Information: Complaints Procedure

Thank you for your e-mail dated 15 October in which you requested the following information:

"I would like you to supply me with information regarding actual timescales of dealing with complaints made against COPFS staff under the "Three Stage Procedure" outlined in your "Customer Feedback Policy". The figures for calander years 01 01 2011 – 31 12 2012 will suffice.

 

In your reply, I would also like you to disclose how many of these complaints have taken in excess of 6 months to review."

We have treated your e-mail as a request for information under the Freedom of Information (Scotland) Act 2002.

COPFS records complaints, freedom of information requests and subject access requests on a correspondence system which has been tailored to our requirements. One of the complaint categories is entitled "COPFS Staff", with sub-categories entitled:

• Discourtesy by member of staff

• Failure to respond to contact

• Other

I have interrogated the system with regard to all the above categories and can advise you that the number of complaints against COPFS staff received during 2011 and 2012 and time taken to deal with them is provided in the table below.

 

Complaints received

Answered within 20 working days

Answered late

Information not available

2011

106

83

14

9

2012

88

69

17

2

 

You will note that we do not have complete information in relation to the outcome of 12 complaints as unfortunately the information is not available at this stage from our complaints record management system.

A number of these complaints were escalated to stages two and three of the Customer Feedback Policy. These figures are shown in the table below.

 

Stage 2 review

Excess of 6 months to review

2011

6

1

2012

7

0

 

 

Stage 3 review

Excess of 6 months to review

2011

8

2

2012

7

3

 

Since June this year formal complaints have been handled by a dedicated unit based in Crown Office. This unit has allowed us to streamline our processes and provide an improved service to the public.