About our Service Charter
Our Service Charter makes commitments about the service we provide at different stages of our process. It focuses on what complainants have told us is most important for them to have confidence in our decisions.
We use these commitments to measure how well we are delivering our service and understand where we need to improve.
Our Service Charter reporting is made up of two distinct sources of information: quality assurance and complainant feedback.
These results show how we performed against our Service Charter from October-December (Quarter 3 2016-17).