In this section
Forms & Guidance
Charter standard statement for court users
This page tells you what you can expect from our administrative staff.
Appearing in Court can be stressful and upsetting. We try to make it as simple and stress-free as possible for you by setting ourselves these standards.
- View full colour publication of the Charter standard statement for court users
(243kb)
What you can expect from us
To make sure we provide an efficient and high-quality service, we have set ourselves the following standards;
- make sure our appeal forms are easy to get hold of
- reply to all letters within 15 days of receiving them
- confirm that we have received appeals within 48 hours (two working days) of receiving them
- write to confirm the date set for the hearing
- be polite and helpful and identify ourselves by name
- provide a friendly and efficient service at all times
- treat everyone fairly and equally whatever their sex, race, disability, sexual orientation or religious beliefs and
- provide a fair complaints procedure if things go wrong.
We will be happy to advise you on administrative procedures but please remember that we cannot give legal advice.
Attending Court
We will do our best to reduce your stress by:
- opening the building at least 30 minutes before hearings starts.
- providing separate waiting rooms for each party (by prior arrangement)
- answering your questions or helping if you have a problem (we can be easily identified by our name badges)
- providing dedicated Customer Services Officers, their names and phone numbers are displayed in the foyer and waiting rooms, or ask any member of staff to contact them for you
- helping you find your way around our building with clear signs
- providing a “helper” to accompany visitors with special needs while they are in our building (by prior arrangement).
Communication and information
We undertake to:
- make our forms and letters easily understood
- make information on EAT practices and procedures easily available (in the EAT Practice Direction, this website, leaflets, or from our telephone enquiry line)
- make every effort to provide a good service
- listen to your comments and suggestions and use them to improve our service if we can
- investigate your complaint if things go wrong
Comments and Complaints
We hope that you will be satisfied with our service, but sometimes things may go wrong.
If you want to pay us a compliment, make a complaint, or just make a comment about our service, please see the comments page.
