Complaints Handling
We want you to let us know if you are dissatisfied in any way with the service you receive. All complaints we receive from you will allow us to monitor our standard of service, learn from you what may have gone wrong and use that information to improve the services we provide.
A complaint arises when we fail to meet one of our standards or someone is dissatisfied with something we have done or failed to do. All complaints will be fully and fairly investigated.
The General Registry Complaints Procedure document is available to download and is also available at the public counter located in the main Courts of Justice building.
This document gives guidance on the General Registry Complaints Procedure and it also contains a pro forma template to assist anyone needing to make a complaint.
All complaints received by the General Registry which are within the definitions listed in the General Registry Complaints Procedure will be acknowledged within 5 working days of receipt.
If you are not satisfied with the outcome, you may make a more formal complaint. The form will be referred to an appropriate officer by the Chief Registrar. Complaints will be responded to within 10 working days. If a detailed reply is not possible within that period you will be contacted with an explanation and told when a full response will be given.
If you are still not satisfied with the way your complaint was resolved or dealt with, you may appeal in writing directly to the Chief Registrar, who is the General Registry’s senior civil servant, at the address given on the General Registry Complaints Procedure document.