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Performance against our Service Charter 2018/19 Quarter 3 (October to December)

Following an open and fair process

Commitment

Quarter 3 (October - December 2018)

Change from Quarter 2
  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
5. We will listen to you to make sure we understand your complaint 97% 73% +1% -1%
6. We will explain the specific concerns we will be looking into 94% 90% +5% +5%
7. We will explain how we will do our work 84% 76% +5% -5%
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision 98% 47% No change +1%
9. We will share facts with you, and discuss with you what we are seeing 40% 70% +1% +1%
10. We will evaluate the information we've gathered and make an impartial decision on your complaint 99% - +2% -
11. We will explain our decision and recommendations, and how we reached them 99% 50% No change -1%
Overall
section
score
87% 68% +2% +2%

What the results tell us

Complainants’ satisfaction improved overall this quarter. Our casework assurance process and complainant feedback scores both showed improvements in how we explain to complainants what concerns we will look into. However, complainants’ satisfaction with how we explain our decisions fell to 50% in this quarter. We will explore the cause behind this.