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

Giving you the information you need

Commitment

Quarter 4 (January - March 2019)

Change from Quarter 3

  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
1. We will explain our role and what we can and cannot do 99% 78% +1% -2%
2. We will explain how we handle complaints and what information we need from you 99% 79% +1% -2%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 100% 78% NC -1%
4. We will keep you regularly updated on our progress with your complaint 83% 83% NC NC
Overall section score 95% 80% NC -1%

What the results tell us

Overall our casework process assurance and complainant feedback scores remained stable this quarter. Complainants’ satisfaction that we gave them regular updates during our handling of their complaint remained high at 83%.