| You said you were unhappy because you had to wait so long for a response from us. |
We apologised for not responding earlier as we were still looking for your correspondence.
We asked you to provide us with your new address and details of all of your applications so that they
could be updated. |
| You said an exam report was not stapled together and resulted in an incomplete report being
sent to you. |
We explained that all reports are printed out and stapled together, before being sent to
our post room. Unfortunately due to a human error a report was not stapled together and some of the
report came away and was not sent to you. Staff have been sent a reminder, regarding the importance
of stapling these reports together. |
| You said you had difficulty obtaining a copy of an amended specification of a European Patent
(UK). |
We apologised for the quality of service you had received and we sent you the information
that you required. You were told about our procedures for issuing specifications and that our publications
manager would check that our procedures were followed for publishing the specification. Further staff
training will be taking place to try and improve the service that is provided in this work area. |
| You said that you were unhappy with the wording on the Trade Marks Search and Advisory Report. |
We did say in our report that if these similar marks were owned by the applicant they should
be ignored. The form has been reviewed and revised to try and avoid this error occurring again in the
future. |
| You said you were upset because your application was refused and you still had to pay £200. |
We told you that the fee covered the examination process, not simply the registration. |
| You said you had difficulty finding the new notification system information on our website. |
We told you where the information could be found on our website and that it had been agreed
that this information would be made more prominent on the new website. |
| You said you were unhappy with some of our official letters. |
We thanked you for your feedback in relation to names and assignments letters. We have recently
made slight amendments to our letters. A project had just begun to look at all the functions of the
Register Administration Team to see if any improvements can be made. Your feedback will be considered
as part of this review. |
| You said you were unhappy with the results of your patentability search. |
We amended your report to address the concerns raised. Examiners responsible for checking
cases were reminded of the need to ensure there is sufficient discussion and to look out for any anomalies. |
