f

	Customer Service Unit 5^th Floor Clive House 70 Petty France London SW1H 9HD T 020 7189 2000 or 0845 4568770 F 020 7189 2732 E [email address] Minicom VII 0800 358 3506 (Helpline for the deaf and hard of hearing) www.hmcourts-service.gov.uk
Mr Smith [email address]
08 July 2009		Our ref: CSD00491/1/0910/1 Your ref: *please quote our reference on all future correspondence*

Dear Mr Smith

Re: Your recent communication

Thank you for your e-mail of 16^th June 2009. We have today forwarded your letter to the County Court, BulkCentre,.AreaDirector'sOffice, St Katherine's House, 21-27 Katherine Street, Northampton NN1 2LH to investigate.

I should explain why we have sent your letter to the Area Director's Office (ADO) for reply. The complaints procedure operated by her Majesty's Courts Service (HMCS) is that in the first instance all complaints should be dealt with by the relevant member of staff in the court. If a customer remains dissatisfied with the decision made by court staff, you can ask that your complaint be escalated to the ADO. This is the person who is responsible for the management of all the courts in his/her area. If you are dissatisfied with the way the ADO has dealt with your complaint, you can ask that your complaint be escalated to this office, Customer Service Unit (CSU).

We are the final tier of complaint handling within HMCS. This three-tier system is in line with other large organisations and has been approved by the Parliamentary and Health Service Ombudsman.

We have forwarded your letter to the ADO for reply because I understand that they may not have had the opportunity to look into and comment on the issues you have raised. The ADO will investigate and reply to you direct. If you want to enquire about the progress of your letter or wish to add anything to your original letter, you will need to contact the ADO on 01604 619 480.

Yours sincerely,

Danny O' Sullivan

Customer Service Unit

Page 2