Following an open and fair process
| Commitment | 2017-18 Quarter 3 (Oct-Dec) | Change from Quarter 2 2017-18 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 5. We will listen to you to make sure we understand your complaint | 99% | 71% | +2% | -2% |
| 6. We will explain the specific concerns we will be looking into | 95% | 88% | +5% | +6% |
| 7. We will explain how we will do our work | 92% | 76% | +7% | +1% |
| 8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision | 97% | 46% | +2% | +2% |
| 9. We will share facts with you, and discuss with you what we are seeing | 88% | 66% | +3% | +2% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | 100% | - | +3% | - |
| 11. We will explain our decision and recommendations, and how we reached them | 97% | 60% | -1% | +10% |
| Overall section score | 95% | 68% | +3% | +3% |
What the results tell us
There are clear improvements across the majority of commitments, most notably in explaining the scope of our investigations and how we reach our decisions. However, over half of complainants continue to feel that we are not gathering all information we need to make a decision, which we are monitoring. Our current staff training programme will help to address this.