During 2014 Judge R Cleaver was appointed in the above position to receive and to consider service complaints against the office by complainants and insurers. A service complaint is about the practical handling of a complaint by the office and it does not relate to the outcome of a complaint. A special procedure is provided for dealing with such service-related complaints.
During 2020 Judge Cleaver dismissed all four complaints to him about the office and, in the concluding paragraphs of his rulings, he said the following: