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.