What you can expect from us: our service
standards
IPS aims are to be fair, impartial and timely in dealing with
complaints.
Complainants making a complaint to IPS about the conduct of
an ILEX member must receive an acceptable level of service.
IPS has developed key performance indicators (KPI) which set out
the standards against which it will perform. The KPI cover
standards specifically in relation to complaints handling.
The KPI specifically deal with the timescales within which IPS aims
to respond to complainants and the overall time within which we aim
to conclude investigations of complaints and disciplinary
hearings. 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 for complaints handling 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 complainants. These
standards can be found here.
Complainants will be asked to complete a questionnaire at the
conclusion of the investigation to provide feedback on our
service.