Dear Ministry of Justice,

On 21 August 2012, I asked you the following question:

"A letter by HMCTS CEO Peter Handcock to the Justice Select
Committee was published here on 22 June 2012:
http://www.publications.parliament.uk/pa...

Appendix B of the letter sets out the Complaint Process for ALS Ltd
and states: "A complaint should be logged directly onto the portal
where it is visible against the booking made".

In practice, only (some) employees of HMCTS have access to the ALS
Ltd portal.

My request for information is as follows:
1) What is the complaint process for the following court users to complain about the performance of ALS Ltd (now Capita T&I) or its workers:
a) Judges and Magistrates
b) Prosecuting counsel
c) Defence counsel
d) Witness service
e) Probation service
f) Prison service
g) Defendants
h) Witnesses
i) Members of the general public
2) Where, when, and how has the information for the benefit of the parties listed under a) to i) been published and publicised?"

In response to my original FOI question, you provided information referring me to page 119 of the Framework Agreement, writing: "on a discretionary basis, I can confirm that the complaints procedure to be used by Capita-ALS is set out in the framework agreement. This is available on the online Contracts Finder – please refer to paragraph 3 of the tender response on page 119.
The framework agreement is redacted for data protection but details the complaints process:

http://www.contractsfinder.businesslink..... "

The MoJ has since published data showing that 11,100 complaints have been made since the inception of the contract.

The information provided in your 2012 response is not the information I seek, as it only applies to court staff, not the other categories of court use I expressly asked about. Please send me with an up to date response providing the information requested under points 1 and 2 above and treat this as a new request for information.

Yours faithfully,

M Lee

Dear Procurement Group Programme,

By law, you were required to reply to my request for information promptly, and no later than today, 17 February.

My request for information and your acknowledgement of its receipt can be viewed here: https://www.whatdotheyknow.com/request/i...

Kindly provide me with a response to my request without further delay.

Yours sincerely,

M Lee

Dear Procurement Group Programme,

As I reminded you in my message to you yesterday, by law you should have responded promptly to my request for information pursuant to the Freedom of Information Act. For reasons I cannot fathom, you have attempted to send me a further acknowledgement email (although you appear to have failed to send the accompanying attachment).
I ask you again to provide a substantive response to my request without further delay. A substantive response to my request for information is not the same as an automated email acknowledging your receipt of my request for information.

Yours sincerely,

M Lee