Asked by: Martin Wrigley (Liberal Democrat - Newton Abbot)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, what assessment he has made of the effectiveness of the complaints system through the Legal Ombudsman in cases where large numbers of consumers are affected by the collapse of a single legal firm.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
The Office for Legal Complaints (OLC) is the independent body responsible for administering the Legal Ombudsman (LeO) scheme. The Legal Services Board (LSB), as the oversight regulator, has statutory duties to monitor the OLC.
The collapse of a law firm does not prevent complaints being investigated by the LeO or any remedies it might direct from being recovered. Although the LeO requires each affected consumer to raise a complaint about the law firm, it has procedures that can be put in place to manage situations where a large number of consumers may be affected. These include the ability to prioritise cases where it is appropriate to do so and to work with other bodies, such as the Solicitors Regulation Authority, to ensure consumers are supported and appropriately signposted.
While the OLC and LeO remain independent in their decision-making, the Ministry of Justice provides additional oversight and accountability to ensure they operate effectively and in the public interest. For monitoring purposes, the OLC reports regularly to both the LSB and the Ministry of Justice on performance, including information on demand, backlogs and timeliness.
The Department has not undertaken a specific assessment of LeO’s complaints system in cases involving the collapse of a single legal firm affecting large numbers of consumers. However, the Government recognises that the LeO has faced wider operational pressures in recent years and continues to monitor the performance and resilience of the complaints system by engaging the LSB and the OLC Board through existing oversight arrangements.
Asked by: Tanmanjeet Singh Dhesi (Labour - Slough)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, what steps he is taking to reduce the number of court phone numbers that, when called, tell you to call a different number.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
HM Courts & Tribunals Service (HMCTS) is committed to improving the experience of users contacting us by telephone. We have migrated call handling for a number of services from local courts and tribunals to centrally managed National Service Centres. Since migration telephony wait times continue to improve, for example, average call waiting times in our digital service centres have fallen year on year, from 17 minutes in December 2023, to 15 minutes in December 2024, and to 13 minutes in December 2025, against our 15-minutes target.
A proportion of callers continue to use older phone numbers that appear on historic paperwork or in third‑party online sources retained by citizens and professionals. To avoid leaving these callers without guidance, HMCTS maintains recorded messages on such lines to signpost to the correct, active number or service.
Asked by: Lee Anderson (Reform UK - Ashfield)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, if he will make it his policy to reopen local magistrate courts that have been closed to help clear the court case backlog.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
50% of magistrates’ courts were closed under previous Governments between 2010 and 2020.
Estate capacity is not a limiting factor to sitting the funded days in the magistrates courts. In other words, we are investing in more court staff, legal aid and judge time so that magistrates can hear more cases - up to £450 million in additional courts funding per year. There is therefore a difference between system capacity and physical capacity of courtrooms. Running courtrooms requires not just available courtrooms, but judicial time, and sufficient numbers of legal professionals.
We continue to keep the court estate under review to ensure it meets operational priorities. Projects to boost court capacity across the country include a new Magistrate’s Court in Blackpool and an additional 18 court rooms in the City of London.
Asked by: Julian Smith (Conservative - Skipton and Ripon)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, a) what steps the Government is taking to reduce delays within the civil justice system, and b) whether he has considered the use of mediation as a potential solution.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
The Government is committed to improving performance of, and to reducing demands on, the civil courts. We have put in place measures such as the introduction of digital systems through the HMCTS Reform Programme to drive performance improvements and are focused on increasing capacity through more judicial recruitment.
The quarterly period covering July to September 2025, showed that the median time taken for small claims to go from issue to trial was 39 weeks, 5.9 weeks faster than the same period in 2024. For fast, intermediate and multi-track claims, it was 60 weeks, 5.1 weeks faster than a year earlier. This shows a positive trend regarding timeliness. Published statistics can be found in table 1_5 of the main tables here: Civil justice statistics quarterly: July to September 2025 - GOV.UK.
We recognise the benefits of mediation in resolving disputes swiftly. Mandatory mediation for small money claims below £10,000 is now integrated into the county court process, saving time and costs. A formal evaluation will be published in the summer of this year, and findings will inform decisions on further expansions of mandatory mediation.
Asked by: Tanmanjeet Singh Dhesi (Labour - Slough)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, what steps his Department is taking to improve (a) customer service, (b) accessibility and (c) the ability of users to speak to a human operator in its court telephone system.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
HM Courts and Tribunals Service (HMCTS) is taking steps to improve the service it provides Court and Tribunal users, for example, through the delivery of the Service Improvement Framework which focuses on written communications, telephone call handling, complaint handling and public facing information. This will be in place from April 2026.
HMCTS has developed an Accessibility Strategy following a Government Internal Audit Agency recommendation in September 2024 and is building an action plan to support delivery of the strategy.
HMCTS’ new digital services are designed and built to be simple, accessible, and easy to use. HMCTS has a digital support service to help those who are digitally excluded (based on access, skills or confidence) to complete digital forms. HMCTS digital services are required to comply with The Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations 2018, under the Equality Act 2018. Our digital services are tested against the Web Content Accessibility Guidelines 2.2 AA Standard to make sure they comply with the regulations.
To improve call handling within HMCTS, some services, including Crime Magistrates, Civil and Family, have migrated call handling from local Courts into National Service centres. This change was made in recognition that a more efficient and consistent service can be delivered through modern technology and centrally managed, dedicated contact centre teams.
Asked by: Tanmanjeet Singh Dhesi (Labour - Slough)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, what steps courts take to comply with data protection laws.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
HM Courts and Tribunals Service (HMCTS) is an executive agency of the Ministry of Justice. The Department is the data controller for HMCTS data, and the Ministry of Justice Data Protection Officer (DPO) covers HMCTS.
HMCTS has a Data Protection Governance team which works closely with the Ministry of Justice DPO, to maintain a Data Protection Framework. The framework supports HMCTS staff to discharge their duties in compliance with data protection laws. HMCTS publishes Personal Information Charters for court and tribunal users, to help them understand how HMCTS uses and protects personal data. The HMCTS Personal Information Charters can be found here.
HMCTS maintains Data Protection Impact Assessments (DPIA) for processing activities and produces data sharing agreements where HMCTS data is shared with partners across the justice system.
All HMCTS staff must complete annual mandatory data security training which covers handling and protecting personal data. These measures ensure that courts uphold high standards in the handling and protection of personal data in accordance with data protection legislation.
Asked by: Tanmanjeet Singh Dhesi (Labour - Slough)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, how many people have been employed to answer phone enquiries for the High Court in each of the last 5 years.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
HM Courts & Tribunals Service (HMCTS) HR does not hold information relating to people employed to answer phone enquiries for the High Court. This is because answering telephone enquiries is a responsibility spanning multiple different role profiles.
No HMCTS role has the sole responsibility of answering telephone enquiries in its entirety, and so the word “telephone” or “phone” does not feature in any job titles.
Asked by: Al Pinkerton (Liberal Democrat - Surrey Heath)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, what steps his Department is taking to promote UK legal services within the European Union.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
The UK legal sector is a national asset and an engine of economic growth. As highlighted in the Government’s Modern Industrial Strategy, in 2024 alone, the UK legal sector contributed £42.6 billion to the economy and posted a trade surplus of £7.4 billion. The UK is the largest legal services market in Europe and is second only to the US globally. English law is vital to global trade and investment and governs 40% of cross-border business transactions, £11.5 billion in mediation cases and £80 billion in insurance contracts annually. The Ministry of Justice is committed to supporting the sector’s growth and to maintaining the UK’s position at the forefront of global legal services.
As a catalyst for economic growth, legal services play an important role in the UK’s growth agenda. The Ministry of Justice works to support UK legal services across the globe, including in the European Union. My Department is working closely across government, with our EU counterparts and with the legal sector, to support the implementation of the UK–EU Trade and Cooperation Agreement. The Agreement includes a specific provision on legal services that entitles UK lawyers to practise home and international law across the EU without further qualification. This is helping to maintain the UK’s strong cross-border legal capability and ensuring continued access to European markets.
To maintain the UK’s position at the forefront of global legal services, as part of the Government’s Modern Industrial Strategy, the Ministry of Justice has designed bespoke interventions to support growth across key areas of the sector. They focus on enhancing our court system and the attractiveness of the jurisdiction, supporting lawtech growth, demonstrating our commitment to the Rule of Law and maintaining the strength of English and Welsh law. As a major step in delivering our commitments, the Deputy Prime Minister launched the English Law Promotion Panel on 8 December 2025. Bringing together academics, and key legal, business and marketing experts, the Panel will focus on how to reinforce English and Welsh law’s status as a leading choice for international business. My Department also leads the GREAT legal services campaign, a long-standing initiative showcasing the strengths of English and Welsh law, promoting the UK as a leading hub for international dispute resolution and facilitating international engagement with overseas partners. I have joined GREAT trade missions including visits to Toronto in November 2025 and Chicago in April 2025 to personally champion UK legal services to a global audience.
Asked by: Al Pinkerton (Liberal Democrat - Surrey Heath)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, what steps his Department is taking to support the growth of the legal services sector.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
The UK legal sector is a national asset and an engine of economic growth. As highlighted in the Government’s Modern Industrial Strategy, in 2024 alone, the UK legal sector contributed £42.6 billion to the economy and posted a trade surplus of £7.4 billion. The UK is the largest legal services market in Europe and is second only to the US globally. English law is vital to global trade and investment and governs 40% of cross-border business transactions, £11.5 billion in mediation cases and £80 billion in insurance contracts annually. The Ministry of Justice is committed to supporting the sector’s growth and to maintaining the UK’s position at the forefront of global legal services.
As a catalyst for economic growth, legal services play an important role in the UK’s growth agenda. The Ministry of Justice works to support UK legal services across the globe, including in the European Union. My Department is working closely across government, with our EU counterparts and with the legal sector, to support the implementation of the UK–EU Trade and Cooperation Agreement. The Agreement includes a specific provision on legal services that entitles UK lawyers to practise home and international law across the EU without further qualification. This is helping to maintain the UK’s strong cross-border legal capability and ensuring continued access to European markets.
To maintain the UK’s position at the forefront of global legal services, as part of the Government’s Modern Industrial Strategy, the Ministry of Justice has designed bespoke interventions to support growth across key areas of the sector. They focus on enhancing our court system and the attractiveness of the jurisdiction, supporting lawtech growth, demonstrating our commitment to the Rule of Law and maintaining the strength of English and Welsh law. As a major step in delivering our commitments, the Deputy Prime Minister launched the English Law Promotion Panel on 8 December 2025. Bringing together academics, and key legal, business and marketing experts, the Panel will focus on how to reinforce English and Welsh law’s status as a leading choice for international business. My Department also leads the GREAT legal services campaign, a long-standing initiative showcasing the strengths of English and Welsh law, promoting the UK as a leading hub for international dispute resolution and facilitating international engagement with overseas partners. I have joined GREAT trade missions including visits to Toronto in November 2025 and Chicago in April 2025 to personally champion UK legal services to a global audience.
Asked by: Tanmanjeet Singh Dhesi (Labour - Slough)
Question to the Ministry of Justice:
To ask the Secretary of State for Justice, if he will write to the hon. Member for Slough outlining (a) why the High Court of Justice King’s Bench Division Administrative Court has been (i) writing to the hon. Member for Slough and (ii) sending him sealed court orders regarding a court case to which he is not a party, (b) why this has continued after correspondence from his office, (c) whether all parties for this case are aware of (A) this case and (B) the orders relating to it, (d) whether all parties for this case are aware that the hon. Member for Slough has been sent this information and (e) whether, if required, the Information Commissioner's Office will be informed.
Answered by Sarah Sackman - Minister of State (Ministry of Justice)
HM Courts and Tribunals Service (HMCTS) processed the claim accurately and in accordance with the information provided by the claimant.
HMCTS has advised that the hon. Member for Slough’s parliamentary email address was included on the claim form by the claimant to the proceedings as the contact address for the Second Defendant. As a result, this was added to the court database and would generate court correspondence including court orders to the hon. Member’s parliamentary email address.
HMCTS received an email from the MP’s office on 29 December 2025 and the court issued a response to him on the same day. The MP continued to receive correspondence because his office did not specify that the email address should be removed. The court would usually require notification and evidence that an administrative error has been made so the individual's details can be removed from the court record.
Documents were sent to the hon. Member for Slough who is not a party to this case rather than to the second defendant. HMCTS has corrected this and is ensuring service on the second defendant and will notify all parties.
This is not a matter for the Information Commissioners Office as HMCTS has followed the process and accurately recorded the claim details from the claimant’s form.