Performance against our Service Charter 2019/20 Quarter 4 (January to March)

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%