Giving you a good service
| Commitment | Quarter 1 (April-June 2019) | Change from Quarter 4 | ||
|---|---|---|---|---|
| Complainant Feedback | Organisations we Investigate feedback | Complainant Feedback | Organisations we Investigate feedback | |
| 12. We will treat you with courtesy and respect | 88% | 88% | -4% | - |
| 13. We will give you a final decision on your complaint as soon as we can | 50% | 75% | -6% | - |
| 14. We will make sure our service is easily accessible to you and give you support and help if you need it | 66% | 88% | -5% | - |
| Overall section score | 68% | 84% | -5% | - |
What the results tell us
Complainant feedback scores dropped overall for this section of the Charter this quarter and we will continue to monitor this.
Both complainants and organisations gave high satisfaction scores for our staff treating them with courtesy and respect. Providing our users with a timely decision remains our focus and we have taken action to reduce the number of cases awaiting attention.