Our service standards
Everyone contacting or dealing with IPS is entitled to expect an
acceptable level of service. This includes complainants,
CILEx members, stakeholders and other legal professionals.
IPS will aim to deal with correspondence and queries in a timely
IPS has developed key performance indicators (KPI) which set out
the standards against which it will perform. The KPI cover
standards expected of IPS, its Board of Directors and specifically
in relation to complaints handling. The KPI in relation to
the Board and IPS incorporate good governance arrangements.
The KPI for complaints handling set out specific standards and
timescales to which IPS will aim to perform. The IPS Board
and staff keep performance under regular review against these
KPI. The monitoring arrangements provide an opportunity to
identify and improve performance at an early stage.
The KPI can be found here.
IPS has also developed customer service standards which set out
the levels of service IPS staff are expected to apply when
communicating and corresponding with members, complainants,
stakeholders and members of the public. These standards
can be found
here. IPS has a procedure
for dealing with complaints about its service.