Most complaints will be received locally by a scheme manager at the relevant court or scheme and escalated to their line manager.

It is also possible that enquiries compliments, service requests and complaints are received by other employees whether by phone, letter, via social media, or by email, or directly to the dedicated complaints and feedback email address or phone line. These contacts will be acknowledged and forwarded to the most relevant employee for response. Our process for allocation of any such contacts will follow the appropriate line management structure according to the type and nature of the communication received. For example direct to the Scheme Manager, their line manager or if an enquiry about an employee within Finance, it may have been direct to Finance.