Download original attachment
(Excel spreadsheet)
This is an HTML version of an attachment to the Freedom of Information request
'Performance of the Legal Complaints Service'.
(Excel spreadsheet)
| Closures Outcomes 2009 | ||||||||||||||||||||||||||
| Jan-09 | Feb-09 | Mar-09 | Apr-09 | May-09 | June-09 | July-09 | Aug-09 | Sep-09 | Oct-09 | Nov-09 | Dec-09 | Total No of Closures | Total % of Total | |||||||||||||
| Final Outcome | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | No of Closures | % of Total | ||
| Complaint conciliated | 337 | 30.95% | 336 | 29.53% | 449 | 33.61% | 361 | 32.29% | 355 | 32.63% | 455 | 34.65% | 431 | 30.92% | 371 | 31.07% | 374 | 30.56% | 441 | 33.36% | 509 | 32.13% | 471 | 38.08% | 4,890 | 32.52% |
| Complaint not upheld | 220 | 20.20% | 263 | 23.11% | 289 | 21.63% | 262 | 23.43% | 224 | 20.59% | 273 | 20.79% | 311 | 22.31% | 251 | 21.02% | 251 | 20.51% | 223 | 16.87% | 277 | 17.49% | 205 | 16.57% | 3,049 | 20.28% |
| Complaint outside our jurisdiction | 102 | 9.37% | 89 | 7.82% | 93 | 6.96% | 89 | 7.96% | 83 | 7.63% | 108 | 8.23% | 100 | 7.17% | 77 | 6.45% | 86 | 7.03% | 88 | 6.66% | 81 | 5.11% | 70 | 5.66% | 1,066 | 7.09% |
| Complaint upheld | 68 | 6.24% | 71 | 6.24% | 58 | 4.34% | 55 | 4.92% | 46 | 4.23% | 64 | 4.87% | 81 | 5.81% | 74 | 6.20% | 101 | 8.25% | 87 | 6.58% | 93 | 5.87% | 81 | 6.55% | 879 | 5.85% |
| Referred back to firm under Rule 15 | 58 | 5.33% | 60 | 5.27% | 54 | 4.04% | 39 | 3.49% | 44 | 4.04% | 56 | 4.27% | 62 | 4.45% | 62 | 5.19% | 57 | 4.66% | 58 | 4.39% | 201 | 12.69% | 70 | 5.66% | 821 | 5.46% |
| Complaint withdrawn by customer | 61 | 5.60% | 59 | 5.18% | 67 | 5.01% | 58 | 5.19% | 59 | 5.42% | 58 | 4.42% | 69 | 4.95% | 66 | 5.53% | 59 | 4.82% | 70 | 5.30% | 76 | 4.80% | 50 | 4.04% | 752 | 5.00% |
| Within jurisdiction but investigation declined | 78 | 7.16% | 78 | 6.85% | 84 | 6.29% | 73 | 6.53% | 89 | 8.18% | 95 | 7.24% | 45 | 3.23% | 39 | 3.27% | 33 | 2.70% | 28 | 2.12% | 27 | 1.70% | 28 | 2.26% | 697 | 4.64% |
| Customer has not responded | 53 | 4.87% | 47 | 4.13% | 49 | 3.67% | 41 | 3.67% | 36 | 3.31% | 39 | 2.97% | 40 | 2.87% | 52 | 4.36% | 44 | 3.59% | 57 | 4.31% | 64 | 4.04% | 37 | 2.99% | 559 | 3.72% |
| CAP - Complaints Outside LCS time limits | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 71 | 5.09% | 64 | 5.36% | 82 | 6.70% | 87 | 6.58% | 107 | 6.76% | 75 | 6.06% | 486 | 3.23% | ||||||
| Sols reasonable offer | 29 | 2.66% | 29 | 2.55% | 53 | 3.97% | 39 | 3.49% | 28 | 2.57% | 32 | 2.44% | 39 | 2.80% | 30 | 2.51% | 32 | 2.61% | 44 | 3.33% | 33 | 2.08% | 48 | 3.88% | 436 | 2.90% |
| Complaint/Allegation noted - Ongoing other action | 18 | 1.65% | 18 | 1.58% | 27 | 2.02% | 27 | 2.42% | 37 | 3.40% | 30 | 2.28% | 42 | 3.01% | 28 | 2.35% | 33 | 2.70% | 28 | 2.12% | 33 | 2.08% | 22 | 1.78% | 343 | 2.28% |
| Customer to pursue legal remedy | 27 | 2.48% | 26 | 2.28% | 32 | 2.40% | 25 | 2.24% | 23 | 2.11% | 29 | 2.21% | 19 | 1.36% | 20 | 1.68% | 19 | 1.55% | 25 | 1.89% | 21 | 1.33% | 17 | 1.37% | 283 | 1.88% |
| Complaint resolved without our intervention | 11 | 1.01% | 21 | 1.85% | 28 | 2.10% | 17 | 1.52% | 25 | 2.30% | 30 | 2.28% | 29 | 2.08% | 20 | 1.68% | 20 | 1.63% | 41 | 3.10% | 20 | 1.26% | 21 | 1.70% | 283 | 1.88% |
| Customer to seek advice/gather evidence | 19 | 1.74% | 25 | 2.20% | 31 | 2.32% | 20 | 1.79% | 18 | 1.65% | 26 | 1.98% | 28 | 2.01% | 23 | 1.93% | 21 | 1.72% | 24 | 1.82% | 20 | 1.26% | 22 | 1.78% | 277 | 1.84% |
| Complaint/Allegation noted - Ongoing probate | 3 | 0.28% | 11 | 0.97% | 10 | 0.75% | 4 | 0.36% | 13 | 1.19% | 13 | 0.99% | 13 | 0.93% | 6 | 0.50% | 3 | 0.25% | 4 | 0.30% | 12 | 0.76% | 8 | 0.65% | 100 | 0.67% |
| Complaint upheld but no action | 2 | 0.18% | 3 | 0.26% | 7 | 0.52% | 7 | 0.63% | 5 | 0.46% | 2 | 0.15% | 7 | 0.50% | 4 | 0.34% | 5 | 0.41% | 8 | 0.61% | 6 | 0.38% | 3 | 0.24% | 59 | 0.39% |
| Incapacity of customer/solicitor | 2 | 0.18% | 0.00% | 4 | 0.30% | 1 | 0.09% | 0.00% | 2 | 0.15% | 2 | 0.14% | 3 | 0.25% | 2 | 0.16% | 4 | 0.30% | 1 | 0.06% | 1 | 0.08% | 22 | 0.15% | ||
| No Outcome (Re-opened) | 0.00% | 2 | 0.18% | 0.00% | 0.00% | 3 | 0.28% | 0.00% | 3 | 0.22% | 1 | 0.08% | 2 | 0.16% | 3 | 0.23% | 1 | 0.06% | 2 | 0.16% | 17 | 0.11% | ||||
| CAP - Request for Deeds by Lending Institution | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 3 | 0.25% | 0.00% | 0.00% | 0.00% | 5 | 0.40% | 8 | 0.05% | ||||||||||
| CAP - Alternative Legal Remedy | 0.00% | 0.00% | 0.00% | 0.00% | 0.00% | 1 | 0.08% | 2 | 0.14% | 0.00% | 0.00% | 1 | 0.08% | 2 | 0.13% | 0.00% | 6 | 0.04% | ||||||||
| Complaint Referred to SDT | 1 | 0.09% | 0 | 0.00% | 1 | 0.07% | 0 | 0.00% | 0 | 0.00% | 0 | 0.00% | 0 | 0.00% | 0 | 0.00% | 0 | 0.00% | 1 | 0.08% | 0 | 0.00% | 1 | 0.08% | 4 | 0.03% |
| Grand Total | 1,089 | 100.00% | 1,138 | 100.00% | 1,336 | 100.00% | 1,118 | 100.00% | 1,088 | 100.00% | 1,313 | 100.00% | 1,394 | 100.00% | 1,194 | 100.00% | 1,224 | 100.00% | 1,322 | 100.00% | 1,584 | 100.00% | 1,237 | 100.00% | 15,037 | 100.00% |