Our service standards
Everyone contacting or dealing with IPS is entitled to expect an
acceptable level of service. This includes complainants,
ILEX members, stakeholders and other legal professionals. IPS
will aim to deal with correspondence and queries in a timely
fashion.
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.