The Central Accounting Unit Customer Survey 2000 Complaints

The Central Accounting Unit Customer Survey 2000
The Results

This document was created in July 2001

15) Complaints

Figure 41

Out of the 152 completed surveys, ten respondents had complained, as shown in the graph above. Nine out of the ten commented upon the nature of the complaint. Three related to cheque queries, which consisted of missing cheques and dividend cheques being sent out prior to required date. A further three were connected to account maintenance, whereby transactions had been incorrectly posted. One query was linked to missing Treasury Bill and Interest notices. One complaint regarded a foreign cheque paid into the ISA, which had not appeared on the relevant estate. Another criticism regarded the attitude of a CAU staff member, although this was not reported at the time of the instance.

All these problems have been discussed in the improvements section. CAU do take complaints very seriously and investigate each and every one. The above problems were all dealt with and reported complaints were a small percentage overall.

Complaints Procedure (in accordance with The Insolvency Services complaints procedure).

If you have a complaint about CAU, please write to the Head of Unit, Eddie Doherty. Alternatively you can telephone 0121 698 4266/68, although you may be asked to set out details of the complaint in writing. We will give you a full reply within 10 working days of receipt. If this is not possible an acknowledgement will be issued within 5 working days explaining why and stating when you can expect to receive a full reply.

If you are dissatisfied with the response from Eddie Doherty, you should write to the Director of Banking and Audit at The Insolvency Service, 5th Floor, Ladywood House, 45/46 Stephenson Street, Birmingham, B2 4UZ. If your complaint is still unresolved you should write to the Inspector General and Chief Executive of The Insolvency Service at 21 Bloomsbury Street, London, WC1B 3QW.

Customer Survey Contents

[INTRODUCTION] [GENERAL CONTEXT] [PERFORMANCE CRITERIA] [CAU FUNCTIONS] [SATISFACTION WITH STANDARD FORMS] [EXCHANGE VISITS] [BI-ANNUAL STATEMENTS] [IMPROVED SERVICES] [COMPLAINTS (& Complaints Procedure)] [GENERAL COMMENTS] [ANNEX A – Action Plan]

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