Giving you a good service
| Commitment | Quarter 4 (January - March 2019) | Change from Quarter 3 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 12. We will treat you with courtesy and respect | - | 92% | - | +3% |
| 13. We will give you a final decision on your complaint as soon as we can | 61% | 56% | +8% | +4% |
| 14. We will make sure our service is easily accessible to you and give you support and help if you need it | 100% | 71% | +2% | +8% |
| Overall section score | 81% | 73% | +5% | +5% |
What the results tell us
Complainant feedback and casework process assurance scores improved overall for this section of the Charter this quarter. There was a notable increase in complainants’ satisfaction with the accessibility of our service and satisfaction with the time it takes us to provide a decision continued to improve.