Following an open and fair process
| Commitment | Quarter 4 (Jan - March 2020) | Change from Quarter 3 |
|---|---|---|
| Complainant feedback | Complainant feedback | |
| 5. We will listen to you to make sure we understand your complaint | 65% | -7% |
| 6. We will explain the specific concerns we will be looking into | 76% | -12% |
| 7. We will explain how we will do our work | 70% | -3% |
| 8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision | 58% | +7% |
| 9. We will share facts with you, and discuss with you what we are seeing | 63% | -5% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | - | - |
| 11. We will explain our decision and recommendations, and how we reached them | 47% | -3% |
| Overall section score | 63% | -4% |