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Performance against our Service Charter 2019/20 Quarter 1 (April to June)

Giving you the information you need

Commitment

Quarter 1 (April-June 2019)

Change from Quarter 4

 

Complainant Feedback

Organisations we Investigate feedback Complainant Feedback Organisations we Investigate feedback
1. We will explain our role and what we can and cannot do 82% 89% +4% -
2. We will explain how we handle complaints and what information we need from you 81% 86% +2% -
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 72% - -6% -
4. We will keep you regularly updated on our progress with your complaint 80% 86% -3% -
Overall section score 79% 85% -1% -

 

What the results tell us

Overall our complainant feedback scores remained stable this quarter. Complainant satisfaction improved for how we explain our role and what information we need, but we need to refocus our efforts in redirecting people to other support.   

Organisation satisfaction on the quality of information we provide is broadly similar to complainant satisfaction. We do not ask organisations whether we directed them to someone who can help (if we cannot) as that is relevant to complainants only.