This is an HTML version of an attachment to the Freedom of Information request 'Grimsby Magistrates' Court correspondence ignored (3)'.

EX343
Unhappy with our service – what can you do?
A guide for all our users
We understand that if something goes wrong, you want us to look into it and answer you 
quickly and accurately. We want to know when we don’t deliver the service you expect so 
that we can learn from your experience and put things right.
This leaflet tel s you how you can complain about the administrative service we provided. 
Complaints are helpful as they make us aware of how we can improve. It is also good to 
hear from you when you have experienced an excel ent service from us.
Complaints procedure
Who do I contact?
You can tell us what went wrong by phone or in writing. Because we want to sort things 
out quickly for you, please contact the office where you had the problem as staff there are 
best placed to investigate your complaint and will try to do so promptly. If your complaint 
needs looking into further, we will aim to reply to you within 10 working days. We try 
to answer all complaints at this first step but will tell you what to do next if you are not 
happy with our reply.
Review
If you are not happy with the reply to your complaint or the way it was handled, you can 
ask the senior manager at the office to carry out a review. You should explain why you are 
not satisfied. The manager will aim to reply to you within 10 working days.
Appeal
If you are not satisfied with the senior manager’s reply, you can appeal to the Customer 
Service Team. The senior manager responsible for the review will give you their contact details.
The Customer Service Team will take a fresh look at the way the court or tribunal handled 
your complaint and aim to reply to you within 15 working days. 
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Parliamentary and Health Service Ombudsman (PHSO)
If you are still not happy with the reply from the Customer Service Team, you can ask the 
PHSO to look again at your complaint. The PHSO is an independent organisation which 
investigates complaints where a customer thinks they have been treated unfairly or received 
poor service from a government department.
If your complaint is about a court or tribunal in England and Wales or a tribunal in Scotland 
which is part of HM Courts & Tribunals Service, you need to ask an MP to refer your 
complaint to the PHSO. To find the contact details of your local MP, go to www.parliament.
uk/mps-lords-and-offices/mps or contact the House of Commons Information Office on 
020 7219 4272.
We fol ow the PHSO’s principles when considering complaints. These principles are on their 
website.
If you would like more information about the work of the PHSO, you can call their office  
on 0345 015 4033, email xxxx.xxxxxxxxx@xxxxxxxxx.xxx.xx or visit the website at  
www.ombudsman.org.uk
Scotland
If your complaint is about any court in Scotland, or a tribunal in Scotland which is not 
part of HM Courts & Tribunals Service, contact the Scottish Public Services Ombudsman. 
Information on how to do this is on their website at www.spso.org.uk and their helpline 
number is 0800 377 7330.
Victims and witnesses of crime
We welcome feedback, including complaints, from all our customers and users. If you are a 
victim or a witness in a criminal case, you are entitled to information and support under the 
Victims’ Code and the Witness Charter. You can find more information at www.gov.uk
When we cannot help
Judicial decisions
If you feel that the judiciary have made a wrong decision, you need to consider the appeal 
process. We can’t help you to decide this or investigate it through our administrative 
complaints process so we suggest you get legal advice.
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Judicial behaviour
If you want to complain about the way a tribunal judge or panel member, a court judge 
or magistrate behaved towards you, you must make your complaint to the relevant office 
within three months from when this happened.
i)  For district judges in magistrates’ courts or judges in other courts contact:
 
Judicial Conduct Investigations Office
 
Room 81-82
 
Queen’s Building
 
Royal Courts of Justice
 Strand
 London
 
WC2A 2LL
 
Email: xxxxx@xxxx.xxx.xxx.xx 
 
Website: judicialconduct.judiciary.gov.uk
i )  For magistrates, contact the court and they will give you details of the local advisory 
committee.
i i) For tribunal judges and members, contact the office where the problem arose and they 
will tell you whether your complaint should be sent to the regional judge, Tribunal 
President or the Judicial Conduct Investigations Office (see above).
EX343 Unhappy with our service – what can you do? (10.15)   
 
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