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Customer feedback - July - September 2011

Compilation of general feedback received from customers during July to September 2011. The feedback received is listed in the first column. Read across the row to find out our response and any additional measures taken.
General feedback Response and additional measures taken
A TM33 was received to request changing address for service details of 120 TMs. Inadvertently the new agent had included 20 marks which they should not have taken over. They were all duly changed. You think that the outgoing agent should also be sent confirmation of the changes as they would have noticed the erroneous 20 earlier. We do not currently send notification to outgoing agents, you suggest we should. We advised that we are not required to notify outgoing agents, and that it is not practicable to send double the amount of letters on all cases as we action roughly 5000 TM33s per year. You wanted your suggestion that we do send them, brought to the appropriate person's attention which we did.
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £1210.00. We told you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We told you, "To contact Trading Standards."
You told us, "Excellent e-filing system. Just mention somewhere that the Fee Sheet is being automatically filled." We said, "Thank you for your email about our online web filing system, and we are grateful for your suggestion. We have noted your suggestion and will consider it the next time we change our systems."
You had received unsolicited mail requesting £1350.00. We told you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We told you, "To contact Trading Standards."
You told us, "I feel unable to class this as a complaint as your service is generally excellent. I have had problems with online filing before and I can see why now. I operate a Mac and Safari, which is a common combination. When you get to the inspect your documents before filing stage, the application form downloads fine (with a .pdf extension). However the self-provided material in the form of description and drawings download with the extension(s). Pdf.html which produces gibberish in Adobe Reader until the .html extension is removed. I use the 'net a lot and suspect this is a programming bug." We said, "Thank you for your email about our online web filing system, and I am sorry to hear that you had a problem when using it. We are very grateful for your feedback and will ensure that our system is corrected as soon as possible, to remove this bug that in our code, which only manifests itself on a Mac PC."
You said, "Please consider adding a cancel button and progress bar to step 10 of 14 of the form 1 online submission process. I accidentally clicked on the wrong document and selected next, I received the please wait this may take a few minutes message but after 20mins had passed knew something was wrong. I could not cancel the upload and even closing the web page and re-opening it again did not fix the problem even though the second time I opened the web site I followed the steps and correctly selected the right documents. I think this is because it remembers where I was the first time and tries to continue the upload of an extra large file that I did not intend to submit the first time round. It would be so much easier If I could have clicked cancel to stop the upload and then re-started it with the correct smaller pdf files. The website has now spent two hours trying to upload the wrong document and is still only 88% complete. I suspect it may give me an error message when it finally uploads the wrong document, I'll see what happens." We told you, "Thank you for your email about our online web filing system, and I am sorry to hear that you had a problem when using it. We are very grateful for your feedback/suggestion and will consider it the next time we change our system."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £912.00. We told you, "To contact Trading Standards.
You had received unsolicited mail from IPA requesting £1280.00.

We told you, "To contact Trading Standards.

You said, "The customer required a patentability search - to decide whether to proceed with a patent application The customer confirmed yes - the search served an important purpose in deciding how to proceed. Regarding the quality of service the customer commented that the staff are very helpful. Regarding a particular area where improvements can be made the customer commented on the turn around, and said it is somewhat slow and the staff are less responsive than he would expect for a commercial search. The customer felt that his client would be happy that the search had been performed by a reputable body and that he has used other search services, including services based abroad. The customer feels that the IPO performs well, but is more expensive."

A thank you e-mail was issued to the customer.

You told us, "Thank you for your kind advise, I will follow your recommendation and would like to bring before the copyrights office a request to consider a future copyrights opinion service will be held subject to your service. Since I am subject to economical crime and meet the Berne 3 Steps test, I feel, I know and live to the fact that such service can benefit many artist and help resolve many cases as well as prevent copyrights crimes which increase now day’s overdue lake of such services. Advise if a formal letter can in this regards be needed. Subject to the 1911 act, I already contact all the parties suggested by you and which are subject to the state; it seems my last hope is left with your current recommendation however if they cannot help my last resort left is introducing the case and asking the queen's resolution subject to the 1911 act. I highly recommend in the name of many artists that you will consider such service." We said, "Copyright owners can usually deny others from using their work providing the use does not fall under one of the exceptions. Enforcing your rights is essentially up to you. You may want to try mediating with the other party in the first instance, but if this proves unsuccessful you may want to consider taking legal action. Although The IPO is responsible for administering IP rights, our role does not cover the enforcement of such rights and are unable to assist with instances of infringement. There may be a ' no win, no fee' option available to you, but this needs to be discussed with a solicitor."
You had received unsolicited mail from EIEC requesting £479.75. We told you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We told you, "To contact Trading Standards."
You said, "Didn't find our website user friendly, and couldn’t see the wood for the trees, too complex." We contact you by telephone to ask specifically which areas of our website you found confusing. You said that the website contained too much information. I apologised that you found the website confusing. You explained that the situation had now been resolved and thanked me for getting back to you.
You said, "It took approx 2 days to fill on line due to insistence on using pdf files!! Word docs should be accessible." We said, "We are currently working towards improving our on-line services and in the future hope to make it much easier for our customers to interact with us electronically. I am not sure what form you were completing - we do have some alternative versions to using a standard PDF files in word format both locked and unlocked and some dedicated e-filing systems but again I'm sorry our systems have caused you some delay."
You said, "Refreshment arrangements need attention to speed up access." We passed on your feedback to the senior marketing manager.
You said, "Obviously very difficult to network with more than a couple of attendees. Would be most useful if attendees could opt into at best one follow up communication and circulate delegate list with contact info." We passed on your feedback to the senior marketing manager.
You said, "Talks on the organisations less helpful." We passed on your feedback to the senior marketing manager.
You said, "Would be good to have a little more time for general questions." We passed on your feedback to the senior marketing manager.
You said, "Patent and Trademark attorney presentations could have been punchier." We passed on your feedback to the senior marketing manager.
You had received unsolicited mail from IPA requesting £912.00. We told you, "To contact Trading Standards."
You chose to use the office as your client was considering filing an application for a Patent. The report was relevant as it found prior art and yes the report has helped their client make a decision. The quality of service - Search and Advisory Service were very quick but did not need comments on the art. The office could improve the service - the fee is a bit pricey for many of your clients. You use a few different searchers so that you can compare their performance for e.g. you also use the Norwegian Patent Office to carry out searches plus other search companies. You were satisfied with the overall service you had received but would have been very satisfied if the cost were a little lower." A thank you e-mail was issued to the customer.
You had received unsolicited mail from Trade Mark Renewal Services Limited requesting £1000.00. We told you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We told you, "To contact Trading Standards.
You had received unsolicited mail from EIEC requesting £479.75. We told you, "To contact Trading Standards.
You had received unsolicited mail from EIEC requesting £479.75. We said, “In response to the large number of complaints we have received we have issued a mail shot to all unrepresented trade mark proprietors of unregistered marks warning them that they may receive unsolicited mail. New customers are also warned when filing their application, a notice is sent to them along with their filing receipt and there is also a notice on our website. This is in addition to ongoing liaison with our legal team to ascertain if there is anything that can be done from a legal perspective in the UK, as well as discussions with the IP profession, who are also of course very much affected. We realise of course that we must engage others in this particular issue and there is no simple solutions but we have been and are taking it very seriously."
You had received unsolicited mail form EIEC requesting £479.75. We told you, "To contact Trading Standards."
You had received unsolicited mail form EIEC requesting £479.75. We told you, "To contact Trading Standards."
You had received unsolicited mail form EIEC requesting £479.75. We told you, "To contact Trading Standards."
You had received unsolicited mail form EIEC requesting £479.75. We told you, "To contact Trading Standards."
You had received unsolicited mail form EIEC requesting £479.75. We told you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.95. We said, “In response to the large number of complaints we have received we have issued a mail shot to all unrepresented trade mark proprietors of unregistered marks warning them that they may receive unsolicited mail. New customers are also warned when filing their application, a notice is sent to them along with their filing receipt and there is also a notice on our website. This is in addition to ongoing liaison with our legal team to ascertain if there is anything that can be done from a legal perspective in the UK, as well as discussions with the IP profession, who are also of course very much affected. We realise of course that we must engage others in this particular issue and there is no simple solutions but we have been and are taking it very seriously."
You had received unsolicted mail from EIEC requesting £479.95. We told you, "To contact Trading Standards."
You had received unsolicted mail from EIEC requesting £479.95. We told you, "To contact Trading Standards."
You said, "When filling out the online form to request a substantive examination, was asked for an ADP number. I went back through all the paperwork you sent me and couldn't find an ADP number so had to ring up your help line to get it. Could you update your site so this is clearly explained?" We replied, "Thank you for your recent feedback about our online web filing system. We have noted your comments and will consider it the next time we change our systems."
You had received unsolicited mail form EIEC requesting £479.75. We told you, "To contact Trading Standards."
You had received unsolicited mail form EIEC requesting £479.75. We told you, "To contact Trading Standards."
You said, "A lot of complex information in a short span of time so difficult to retain lots of detail." We passed on your feedback to the senior marketing manager.
You said, "Not enough breaks in the session a little bit of a rush." We passed on your feedback to the senior marketing manager.
You said, "A lot to take in a relatively short time." We passed on your feedback to the senior marketing manager.
You had received unsolicited mail from the International Bureau for IP. We told you, "To contact trading Standards."
You had received unsolicited mail from the International Bureau for IP. We told you, "To contact Trading Standards."
You had received unsolicited mail from the EIEC requesting £479.75. We told you, "To contact Trading Standards."
You said, " It might be a good idea to point out to people trying to find patent and/or trademark info.-historical- that your site doesn't actually have any online-unlike your US counterparts. Nowhere do you give dates for whatever you do have either. I wasted my precious time looking for it which given the govt. /public service nature of the site is unacceptable. The actual reason for the existence of your site surely there are insufficient patent/tm applications per year to justify its existence at all? Once you'd finished paying someone to write it and then the same or different person to host it -perhaps we could leave the cripples alone and cut crap like this instead?" We said, "Thank you for your feedback on the Intellectual Property Office website. I am sorry to hear our website is unacceptable to you and you could not find the historical information you were looking for. Our site does contain very limited historical information as we do not get any requests for such information. If we did we would direct customers to information sources such as the British Library External Link. Again I'm sorry this was not clear to you initially and you have lost time looking for something that wasn't there. The purpose of the Intellectual Property Office is too - promote innovation by providing a clear, accessible and widely understood IP system, which enables the economy and society to benefit from knowledge and ideas. We have tried to set up a website which is hosted and maintained by our own staff to help support this purpose. Last year we received 26,792 new trade mark applications, 15,490 new patent applications, the website has an average of 250,000 visits / 2.1 million page views per month for 2011. If I receive any similar feedback from customers for such historical information I will look at expanding these pages or at least put some kind of indicator on the historical pages section to save the scenario you describe."
You had received unsolicited mail from the IPA requesting £1200.00. We told you, "To contact the Trading Standards."
You had received unsolicited mail from the EIEC requesting £479.75. We told you, "To contact the Trading Standards."
You had received unsolicited mail from the EIEC requesting £479.75. We told you, "To contact the Trading Standards."
You had received unsolicited mail from the EIEC requesting £479.75. We told you, "To contact the Trading Standards."
You said, "This is a very difficult website to use, it took me ages to find how to complete form 10 as it does not exist in its own right and I took a guess in the end. Need more straight forward and obvious menu etc." We replied, "Thank you for your recent comments in relation to the Intellectual Property Office website. I was sorry to read you found our site difficult to use whilst trying to file a Patents Form 10. Under the Patents heading in the left hand navigation menu there is a 'Patents Forms and Fees' section which allows you to select a Form 10, there are other routes to find this form or information about the process but again I'm sorry this was not obvious or clear to you. If I get any similar comments from other users around the filing of this form I will look at changing the structure of the site in some way or introduce better signposting to make the filing of this form easier for users."
The advisor was confused between my requiring patent or registered design. No contact details to respond to the customer.
You had received unsolicited mail from the EIEC requesting £479.75. We said, "Thank you for informing us about the unsolicited invoice you received. We are gathering as much information as we can about this problem. In response to the large number of complaints we have received we have issued a mail shot to all unrepresented trade mark proprietors of unregistered marks warning them that they may receive unsolicited mail. New customers are also warned when filing their application, a notice is sent to them along with their filing receipt and there is also a notice on our website. This is in addition to ongoing liaison with our legal team to ascertain if there is anything that can be done from a legal perspective in the UK, as well as discussions with the IP profession, who are also of course very much affected. We realise of course that we must engage others in this particular issue and there is no simple solutions but we have been and are taking it very seriously."
You had received unsolicited mail from Trade Mark Renewal Services Limited requesting £760.00. We told you, "To contact Trading Standards."
You had received unsolicited mail. We said, "Thank you for informing us of the unsolicited mail you had received. We are discussing this with our legal team to see if anything can be done."
You had received unsolicited mail from IPA requesting £1280.00. We told you, "To contact Trading Standards."
You said, "This was the first time I have applied for a Patent online. As a layman, I found some of the questions difficult to answer and had to call the UK Patent Office. Often the person I spoke to didn't know the answer and needed to get a colleague to call me back. Yesterday, I didn't get a call back and then lost all of my entry on the browser. This was most frustrating! It should be possible to save the part-completed form. Additionally, more and clearer notes would help as to the uninitiated; the questions can be very confusing. Plain English please! Thank you." We replied, "Thank you for your recent feedback about our online web filing system and our failure to return your call. I understand that our information centre manager called you back on receipt of this feedback to apologise for not returning your call; I would also like to reaffirm our apology. Regarding the ability to save a form while working on it, we appreciate this limitation of the current system, and will consider your suggestion when we next re-develop this system and at the same time, we will try and simplify our help notes."
You had received unsolicited mail from Worldwide IP register requesting £257.00. We told you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We told you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.00. We told you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.00. We told you, "To contact Trading Standards."
You said, "When making an online application the attachments are requested before the number is given. If the number were given first then the applicant could put the number on the supporting documents." We told you, "Thank you for your feedback about the patents web filing service and your suggestion about providing the Patent number before the attachments are requested. Unfortunately, we cannot adopt your suggestion because in order to reduce the risks to our internal systems data security, the web filing service is currently designed to only interact with our internal systems and generate the Patent number after we successfully receive an electronically filed patent application. Thank you again for taking the time to send us your suggestion. We are always interested in receiving feedback as it helps us to understand the views of our customers and to take them into account when we get the opportunity to improve our services."
You had received unsolicited mail from EIEC requesting £479.75. We told you, "To contact Trading Standards."
You complained the search engine to search for logos is too difficult to use. You had been put off applying for a Trade Mark because you are worried you had missed something and you may waste money applying. You did not require a response so we simply forwarded your feedback to the relevant senior manager for information purposes.
You had received unsolicited mail from GAIA Almanach Limited requesting €1350.00. We told you, "To contact Trading Standards."
You asked, "Please refer to the email exchanges below. Please advise whether this is bogus. Also we are concerned that we should protect our brand and wish to register our Trade Mark, will someone please contact me as soon as possible to advise on how we protect the domain we have purchased also." We confirmed, "Thank you for your e-mail of the 4 August 2011. I am unable to say whether the attachment is unsolicited mail. You may wish to check with your local Trading Standards Officer or at the following page on Direct Government External Link which may be of assistance: The following are the main points you need to think about carefully before sending us your application. Is your trade mark a distinctive word, logo, picture or other sign that will clearly identify your goods or services from those of other traders? If we don’t think it is, we will object to your mark. Has someone else already registered or applied to register a trade mark which may be confusingly similar to yours? For example, does it: look the same as (or similar to) yours for the same (or similar) goods or services; or sound the same as (or similar to) yours for the same (or similar) goods or services? There is a free basic text search facility, this is not a comprehensive trade mark search facility and should be used as a guide only. Our enquiry staff cannot give advice about how likely we are to object or about earlier marks found in your search. Some applications may benefit from the input of a professional who is experienced and qualified in Trade Mark matters.We have a list of addresses and contact details available on our website.

To apply for a Trade Mark you will need to fill in the application form TM3 and a fee sheet (FS2). You can fill the form in on-line or print off a hard copy. Alternatively if you would like to receive a free information pack on trademarks, which includes the necessary forms, simply forward your full postal address to me, and I will send one to you. The fee to apply for a Trade Mark starts at £200, for an application in one class of goods or services and will rise by £50 for each additional class of goods or services you would like to cover.. If you apply on-line and include the full payment at the time of filing, you will receive a discount of GBP 30.00 off the total cost. Alternatively there is a new way to apply for a Trade Mark it's called Right Start this is a new online trade mark examination service which was introduced on the 1 October 2009 by the IPO. A business using the new "Right Start service will be able to defer payment of half the usual £200 trade mark application fee until after it has seen the IPO's assessment of whether the mark can be registered. If there are any problems, the business will have the opportunity to informally discuss them with the examiner before deciding whether to proceed with the application and pay the balance of the fees. Please note that the GBP 30.00 discount does not apply to this service.For information about what happens once you have filed your trade mark.If we do not object to or question your trade mark and it is not opposed, it will normally take around four months to become registered. Please be aware that we cannot refund your application fee for any reason and you cannot alter your mark after you have sent us your application form. Also, your details, including your name and address, will appear on our records. We also include them in the Trade Marks Journal if we accept your application. Both are open to the public on our website and can be searched using most standard search engines. If you don't want your home address published, give us a different address or a P.O. Box number. I hope this information helps you with your enquiry, if you require any further information, please do not hesitate to contact us."
You had received unsolicited mail from IPA and then Moreton Smith debt Collectors requesting £1380.00. We advised you, "To contact Trading Standards."
You told us, "When completing the classification part of the TM3 on-line it is not possible to copy and paste the class details on our website straight into the form. You have to copy it to a Word document and then remove all punctuation before copying into the TM3 and then re-introduce the punctuatuation!" You said there should be a warning on the screen to point this out. We contacted you via telephone clarifying the issue as there had been some confusion with the advice provided to you.
You had received unsolicited mail from GAIA Almanach Limited requesting €1350.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You said, "On step 5 I could not select the ‘no’ option on inventor and deviation of rights." We replied, "Thank you for your feedback about step 5 of the patents web filing service. When investigating your comments we found that there may be a fault on step 5 as it is possible to be faced with both the Yes and No buttons greyed out and unusable until you select Next, at which point they become active. We will complete our investigations and fix any fault as soon as we can. However, depending on the selections you make on previous screens, eg if all the applicants are companies, then it is possible to reach step 5 and find that No is not an available option. Thank you again for taking the time to send us your feedback which has enabled us to find a possible bug in the software."
You told us, "I am very happy with the filling form! Straight forward and easy to use. I only had a problem with the payment. Server was not responding but I am sure it was just a coincidence. Thank you." We replied, "Thank you for your feedback about the patents web filing service. We are always pleased to receive feedback about our services as it helps us to understand how our customers work and it is particularly pleasing to get such positive feedback. I am sorry you had a problem with the payment server. The issue was a result of some scheduled maintenance we were doing last weekend, so you should not have similar problems if you use the service in future."
You advised, "It would be helpful if when supplying e-mail addresses during the on-line Form 1 procedure we could specify a main e-mail address and a CC. e-mail address. For example, the main e-mail address would be that of the HQ patents function and the address for copy could be the person who actually filed the application." We replied, "Thank you for your suggestion about the patents web filing service. We are always pleased to receive feedback from our customers as it helps us understand your requirements. The idea of providing a facility for customers to specify a cc e mail address is not one which we have received before, but it is one we will take into account when we next have an opportunity to review the design of the system."
You told us, "We have recently been asked by CPA for £8500 to renew a single patent for year 5 in about 12 countries. We decided to do it ourselves and saved in excess of £7300. For the UK we had to call in, fax a form and pay by card. The easiest site was Ireland everything done on line in 10 minutes. Can I suggest you approach the software provider for Ireland an install this service for the UK save clients money and you labour costs." We replied, "Thank you for your suggestion that we add a patents renewal function to our web filing services and recommending that we consider using the Irish renewals s/w. We are keen to add a patents renewal function to our existing web filing services and the requirements for that new functionality have been drafted. However, we are not currently able to proceed with the s/w development because, like most Government services, the IPO's resources are constrained and those that we do have are allocated to other, higher priority IT developments. Nevertheless, I will pass on your suggestion about the Irish site to the Finance team handling our renewals requirements as it will be a useful benchmark for them. Thanks again for taking the time to send us your suggestions, it is much appreciated."
You had received unsolicited mail from GAIA Almanach Limited requesting €1350.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IBIP (USA) requesting £1537.00. We advised you, "To contact Trading Standards."
You told us, "Excellent online application system but very time consuming to find where to start the online application process." We replied, "Thank-you for the feedback you provided on the Intellectual Property Office website. Sorry to read you had some troubling in identifying where on the website you could access our online filing systems. If I receive any similar customer comments I will look to change the navigation in some way to try and make the on-line filing applications more easily identifiable (glad you found the system was excellent when you did access it)."
You had received unsolicited mail from GAIA Almanach Limited requesting €1350.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail form ECG.SL (Spain) requesting £997.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You told us, "I received a reminder to apply for substantive examination, but had to phone your help desk for advice. The lady was very polite and helpful, but I think your web site could be better organised. Each stage of the Patent process should have a clearly visible label that takes you to the form and through the sequence of entries. There is no such label that does this for "Request for Substantive Examination". The letter sent said the application was £100.00 and mentioned a reduced fee for on-line application, but not the amount or how to apply on-line." We replied, "Thank-you for your feedback in relation to our Information centre and our Website. I am pleased we were able to help you in applying for substantive examination via our information centre. That said I was sorry you had to ring us because you could not find an easy route via the website. Your comments to have a clear visible label at each stage of the process is noted, if other customers raise this issue we will look into making some changes. I will also refer your comments in relation to the letter you received to colleagues to consider." On 20 September 2011 we further replied, "By way of a follow up to your recent feedback on our website and the wording of our letters. Please be aware in light of your comments the office is in the process of changing our letters in line with your helpful suggestion."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £1200.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You told us, "On the TM3 online app form we are unable to use full email address as not enough room, so unable to submit applications." We replied, "Thank you for taking the time to discuss the problems you have experienced using our electronic filing system and I apologise for the inconvenience caused. This has been looked into and unfortunately, at the moment our system can only accept 40 characters for an email address. The IPO is changing its IT system and a new one will be in place within the next 18 months. This will accept longer email addresses. As discussed, you have received confirmation with regard to the 2 applications you filed on Monday and will be using your amended email address from now on. I hope this helps and if you require any further help or assistance please do not hesitate to contact us."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £1200.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You told us, "On the TM3 online app form we are unable to use full email address as not enough room, so unable to submit applications." We replied, "Thank you for taking the time to discuss the problems you have experienced using our electronic filing system and I apologise for the inconvenience caused. This has been looked into and unfortunately, at the moment our system can only accept 40 characters for an email address. The IPO is changing its IT system and a new one will be in place within the next 18 months. This will accept longer email addresses. As discussed, you have received confirmation with regard to the 2 applications you filed on Monday and will be using your amended email address from now on. I hope this helps and if you require any further help or assistance please do not hesitate to contact us."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from GAIA Almanach Limited requesting €1350.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Worldwide IP Registry requesting £2200.00. We advised you, "To contact Trading Standards."
You told us, "In filling in Form 1 on line I had to do some research before I could progress beyond the question about ordering certified copies of my application - the information as to the fee involved and whether copies can be requested at a later date are not readily available what about putting this in your very helpful little boxes on the right?" We replied, "Thank you for taking the time to send us your suggestion for improving the information on the patents web filing service about ordering certified copies. We will certainly take your suggestion into account when we have an opportunity to re-develop this service, particularly as we have received a number of other very helpful suggestions about improving the information we make available."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You told us, "Some of the print on the slides were difficult to see." We passed on your comments to a senior manager for information purposes.
You told us, "Not relevant to my situation." We passed on your comments to a senior manager for information purposes.
You told us, "Not relevant to my situation." We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You told us, "I cannot read the layout, I have bad eyesight." We passed on your comments to a senior manager for information purposes.
You told us, "I did not like Dave moving across the room." We passed on your comments to a senior manager for information purposes.
You had received unsolicited mail from CRDT requesting £1040.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We replied, "Thank you for informing us about the unsolicited invoice you received. We are gathering as much information as we can about this problem. In response to the large number of complaints we have received we have issued a mail shot to all unrepresented trade mark proprietors of unregistered marks warning them that they may receive unsolicited mail. New customers are also warned when filing their application, a notice is sent to them along with their filing receipt and there is also a notice on our website. This is in addition to ongoing liaison with our legal team to ascertain if there is anything that can be done from a legal perspective in the UK, as well as discussions with the IP profession, who are also of course very much affected. We realise of course that we must engage others in this particular issue and there is no simple solutions but we have been and are taking it very seriously. You should note that you can renew your trademark directly with the Intellectual Property Office. The process is fairly simple and further information about the fees and form required can be obtained from our website.
You had received unsolicited mail from EIEC requesting £479.75 x2. We replied, "Thank you for informing us about the unsolicited invoice you received. We are gathering as much information as we can about this problem. In response to the large number of complaints we have received we have issued a mail shot to all unrepresented trade mark proprietors of unregistered marks warning them that they may receive unsolicited mail. New customers are also warned when filing their application, a notice is sent to them along with their filing receipt and there is also a notice on our website. This is in addition to ongoing liaison with our legal team to ascertain if there is anything that can be done from a legal perspective in the UK, as well as discussions with the IP profession, who are also of course very much affected. We realise of course that we must engage others in this particular issue and there is no simple solutions but we have been and are taking it very seriously. You should note that you can renew your trademark directly with the Intellectual Property Office. The process is fairly simple and further information about the fees and form required can be obtained from our website.
You told us, "Further to our telephone conversation with reference to the above, I am extremely concerned that ****** ***** has been granted a design license for the above tourist souvenir slogan and design. As already explained to you, we have been trading and supplying souvenirs with these slogans and designs since 1995. In fact, these very popular slogan and design has been in circulation for even longer than that, therefore, we fail to understand how a new company has been given a design licence for the same. All our souvenir items, namely t-shirts, hoodies, girl's tops and bags have the above slogan and words either printed, embroidered or with diamante stitched on. We have approximately £100,000 worth of stock in place at any given time so as to supply to the tourist market mainly small trader customers. Since ****** ***** have been advertising heavily and verbally harassing, these small traders, whose lively hood depend on the tourist souvenir industry are terrified that their goods will be confiscated and incur huge losses which many are unable to sustain. This matter has, in turn affected us greatly and we are already experiencing a large loss. We cannot stress strongly enough that this situation is affecting a lot of people adversely and would implore you to take immediate action. I thank you in anticipation for your co-operation and look forward to hearing from you as to what course of action is being taken." We replied, "Further to your email below, your email has been passed to me to respond to, firstly let me forward my apologies for the delay in responding. Before I do so I need some further information, I do not have any details of registrations being owned by ****** *****. The registrations quoted on the poster are owned by a private individual who may have licensed it to ****** *****. It will take me sometime to investigate the matter further and will respond fully in due course." On 6 October 2011 we further replied, "Firstly let me apologise for the delay in responding fully, it has taken a little longer than anticipated to clarify the situation. I am sorry to hear about the problems you have been having. I note your comments however on the 1 October 2006 the design law changed to the extent that the Registry no longer undertakes a search of the register or any other databases for novelty grounds that is to search for the same or similar designs or to check the originality of the design. I have reviewed the database and we have no recorded licenses for the registered designs referred to on the flyer you attached to your email; however the owner of these designs has no obligation to record such licenses with us. The legislation dictates that the onus is on third parties to take invalidity action against any registered designs it considers not to be novel. I am afraid therefore the onus is on you to get these designs invalidated. If you wish to pursue an action to invalidate the later registration I would refer you to the following  which will provide details on the course of action to take. You may wish to seek legal advice from a Patent Attorney. They offer free clinics that you can attend all over the UK, where you can sit with an Attorney for 30-45 minutes and discuss any problems you have. You can contact the Chartered Institute of Patent Attorney's External Link on 0207 4059 450. I appreciate that you may be disappointed by the response and would invite you to call me to discuss the matter further."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You advised, "We spoke a while ago about two Trade Mark applications made. Today I have received through the post stuff from the EIEC, 'European Institute for Economy and Commerce, offering me registration in their database, for £479.75 per Trade Mark. I just wanted to check that this is a 'con', since I do not think this is the European-wide Trade Mark. As a logical follow-on from this, if I wanted to 'upgrade the Trade Mark for European/Worldwide, can I do that through the UK IPO?" We replied, "Thank you for your email. I've recorded the information you've sent us. I've recorded this information on our internal database and this will then be forwarded to our Customer Relationship Management team. We are aware of these companies and are now doing all we can to make our customers aware of them. Information on unsolicited mail is available on our website. Trading Standards are currently recording information on these companies, you could contact your local Trading Standards and pass them the information you have received. To find your local Trading Standards please see the Trading standards website External Link. Information on how to apply for a European Trade Mark is available on our website. I hope this helps with your enquiry. If you have any more queries, please do not hesitate to contact us."
You had received unsolicited mail from GAIA Almanach Limited requesting €1350.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from GAIA Almanach Limited requesting €1350.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We replied, "Thank you for informing us about the unsolicited invoice you received. We are gathering as much information as we can about this problem. In response to the large number of complaints we have received we have issued a mail shot to all unrepresented trade mark proprietors of unregistered marks warning them that they may receive unsolicited mail. New customers are also warned when filing their application, a notice is sent to them along with their filing receipt and there is also a notice on our website. This is in addition to ongoing liaison with our legal team to ascertain if there is anything that can be done from a legal perspective in the UK, as well as discussions with the IP profession, who are also of course very much affected. We realise of course that we must engage others in this particular issue and there is no simple solutions but we have been and are taking it very seriously. You should note that you can renew your trademark directly with the Intellectual Property Office. The process is fairly simple and further information about the fees and form required can be obtained from our website.
You told us, "I have on email that if I filed online the fee due would be £150 but I have paid £160." We replied, "Thank you for taking the time to send us your comments concerning the patents web filing service. Unfortunately in the e mail dated 16 September, the details concerning the application fee was incorrect. The application fee is £30, but the e filing discount of £20 is only applicable if the application fee is paid when then the application is filed. I apologise for any inconvenience this may have caused you."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You told us, "There is a slight problem with the UK Form 1. In the 'Names' tab, in 'applicant, legal', the postcode/zip code has recently started printing out after 'City' and not 'State'. Would it be possible to get this fixed?" We spoke to you on the telephone to confirm that this is not a new fault - unfortunately it is a feature as it has always been like this. We advised that if you wanted to request this to be changed you contact the relevant manager and we would request the change accordingly.
You had received unsolicited mail from EIEC requesting £479.75. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You told us, "A "Registration in the EIEC Register of Protected Trade Marks" document has arrived with us. Does this mean that the Trade Mark is now actually registered? Also, do we have to pay the £479.75 of registration fees and what are these for please?" We replied, "Thank you for informing us about the unsolicited invoice you received. We are gathering as much information as we can about this problem. In response to the large number of complaints we have received we have issued a mail shot to all unrepresented trade mark proprietors of unregistered marks warning them that they may receive unsolicited mail. New customers are also warned when filing their application, a notice is sent to them along with their filing receipt and there is also a notice on our website. This is in addition to ongoing liaison with our legal team to ascertain if there is anything that can be done from a legal perspective in the UK, as well as discussions with the IP profession, who are also of course very much affected. We realise of course that we must engage others in this particular issue and there is no simple solutions but we have been and are taking it very seriously. You should note that you can renew your trademark directly with the Intellectual Property Office. The process is fairly simple and further information about the fees and form required can be obtained from our website.
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from EIEC requesting £479.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We replied, "Thank you for informing us about the unsolicited invoice you received. We are gathering as much information as we can about this problem. In response to the large number of complaints we have received we have issued a mail shot to all unrepresented trade mark proprietors of unregistered marks warning them that they may receive unsolicited mail. New customers are also warned when filing their application, a notice is sent to them along with their filing receipt and there is also a notice on our website. This is in addition to ongoing liaison with our legal team to ascertain if there is anything that can be done from a legal perspective in the UK, as well as discussions with the IP profession, who are also of course very much affected. We realise of course that we must engage others in this particular issue and there is no simple solutions but we have been and are taking it very seriously. You should note that you can renew your trademark directly with the Intellectual Property Office. The process is fairly simple and further information about the fees and form required can be obtained from our website.
You told us, "I endeavoured to follow your 'easy steps' guide to design protection, however, the questionnaire is somewhat brutal in its inflexibility and hence rendered itself null and void as a tool of any proper use; the standard format for Yes/No tick-box answers is normally Yes first, followed by No. I ticked the first box and the 'Next' button (I was in a bit of a rush) only to discover I had selected 'No' to the question, "Does your product (or any part of it) have a distinctive appearance or 'look'?" There is no going back, that's it, recorded for all time, set in stone. Slap, bang, cessation of all help and advice on this topic. The logic and reasoning behind the questionnaire structure is beyond me. 'Page Not Found' I returned to the 'Healthcheck' page and again selected the First Question under 'Designs' but this time landed on a 'Page Not Found' error:
https://www.ipo.gov.uk/whyuse/business/iphealthcheck/default.aspx. That's me written off by IPO; my 'Healthcheck' has been signed off and sealed under 'Non Applicable'."
We replied, "Thank you for your e-mail of the 24 September 2011. I am sorry that you had problems with the IP Healthcheck I understand that there were some IT issues with this system recently. I am advised that the system is working now and I would ask you to try using it again. If you have any problems please contact us on 0300 300 2000."
You could not get onto the online form 9A despite being guided by us to the relevant link. You said you could not see the next screen (apply online) and said this system was too complicated and you have now decided to post the 9A at full costs. You had hoped to have the cheaper online payment. You didn't like the change of name of our Office (from The Patent Office) as you thought this was unhelpful. You also thought our guidance notes too complicated and not worthy of a plain English endorsement. You had rung twice on this issue. We forwarded your comments on to the senior manager responsible for e-filing.
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from IPA requesting £1280.00 and Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We advised you, "To contact Trading Standards."
You had received unsolicited mail from Trade Mark Renewal Service Limited requesting £760.00. We replied, "Thank you for informing us about the unsolicited invoice you received. We are gathering as much information as we can about this problem. In response to the large number of complaints we have received we have issued a mail shot to all unrepresented trade mark proprietors of unregistered marks warning them that they may receive unsolicited mail. New customers are also warned when filing their application, a notice is sent to them along with their filing receipt and there is also a notice on our website. This is in addition to ongoing liaison with our legal team to ascertain if there is anything that can be done from a legal perspective in the UK, as well as discussions with the IP profession, who are also of course very much affected. We realise of course that we must engage others in this particular issue and there is no simple solutions but we have been and are taking it very seriously. You should note that you can renew your trademark directly with the Intellectual Property Office. The process is fairly simple and further information about the fees and form required can be obtained from our website.
You said, "A lot of material in a short period of time - would be helpful to have the slide showing the types of protection available during the exercises." We passed on your feedback to the senior marketing manager.