Question to the Ministry of Justice:

To ask the Secretary of State for Justice, whether (a) complaints and (b) other feedback can be provided to HM Courts and Tribunals Service (HMCTS) staff within HMCTS buildings; and what steps (i) operations, cluster and group managers in courts and (ii) senior officials in HMCTS take to ensure feedback processes are fit for purpose.

Both (a) complaints and (b) other feedback can be provided directly to HM Courts & Tribunals Service (HMCTS) staff within HMCTS buildings. In instances where feedback cannot be provided in person, HMCTS also accepts complaints and feedback, in writing (by email and letter), over the phone or online via the HMCTS gov.uk website.

(i) Local managers in courts are regularly involved in responding to complaints across all communication channels. There is guidance available to all staff to set out how complaints and feedback can be received. (ii) Feedback processes are considered as part of the overall user experience that senior officials routinely review.