Patent Office - European National Trade Mark Offices

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ii Patents and Designs Journal No. 5940 26 March 2003 Notices - cont Patent Office - London Front Office The London Front Office (LFO) is located at Harmsworth House, 13-15 Bouverie Street, EC4Y 8DP. Tel: see below. Opening hours: Monday - Friday 09:00 - 17:00. Customer services currently available from the London Front Office include: • document filing (facilities for 24 hour filing); • facilities for the inspection of the statutory registers for patents, designs and trade marks; • obtaining files and documents for inspection; • supplying copy extracts from statutory registers and files; • on-line trade mark search facilities; • support for patents, designs and trade mark hearings held in Harmsworth House; • supply of GB, EP, US and WO patent specifications; • sale of Office publications; • supply of free promotional material on patents, designs, trademarks etc.; • on site facilities to access the Patent Office web site and its links to other patent and trade mark offices; • small library of reference material including: Trade Mark Journals (from 1874), Community Trade Marks Bulletin from the Office for Harmonization in the Internal Market - Trade Marks and Designs (from March 1997) WIPO Gazette of International Marks (from June 1996) Manual of Patent Practice Trade Marks Registry Work Manuals Reports of Patent, Design and Trade Mark Cases (from 1876) Payment of statutory fees may be made in cash or by cheque. Payment for non-statutory products and services can be made in cash or by debit or credit card (Visa, Master Card, Switch and Solo), or by personal cheque supported by a cheque guarantee card. Regular customers may open a deposit account. Further information on all aspects of LFO customer services is available from: Rob Wilson Office Manager Tel: +44(0)20 7596 6517 Les Yuill Deputy Manager Tel: +44(0)20 7596 6518 Jan Collins Supervisor Tel: +44(0)20 7596 6507
26 March 2003 Patents and Designs Journal No. 5940 iii Notices - cont Customer Service Standards What service can you expect from us? Our aim is to administer the intellectual property legislation fairly and consistently. We believe it is important that you should know what you can expect from us and so we set specific standards for our dealings with you. Our guiding principles are that you may expect to:- • be treated fairly; • be treated courteously; and • get help from us with your application. To achieve this we aim to do the following: • publish details of all the applications for Intellectual Property Rights (IPR) we accept and publish major decisions which lay down new principles or reinforce existing ones for the grant and protection of IPR; • always explain and give reasons for our decisions and give you the chance to challenge them; • be positive and helpful to you; and • staff our enquiry points from 09:00 to 17:00 The standards, including the performance against them for the quarter October to December 2002, are set out below. Performance will continue to be monitored with the results updated quarterly. Answer telephone calls to our Central Enquiry Unit*(October 2002) and the London Front Office (October to December 2002) within 3 rings. Answer telephone calls to our Central Enquiry Unit within 20 seconds (December 2002 only) Answer e-mails of general enquiry within 1 working day. If a comprehensive reply cannot be provided in that timescale then a holding reply will be sent within 1 working day and a full reply within 5 working days. 97.3% 79.8% 97% Answer correspondence of general enquiry within 5 working days. 99.4% See visitors within 10 minutes of any appointment made at the Office. 100% Deal with requests for leaflets, forms and orders for publications within 1 working day. Meet requests for the Search and Advisory Service within the timescale agreed with the customer; or within 10 working days. 97.5% 98.3%
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