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Performance against our Service Charter 2018/19 Quarter 4 (January to March)

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.