Following an open and fair process
| Commitment | Quarter 2 (July - Sep 2020) | Change from Quarter 1 |
|---|---|---|
| Complainant feedback | Complainant feedback | |
| 5. We will listen to you to make sure we understand your complaint | 64% | +2% |
| 6. We will explain the specific concerns we will be looking into | 88% | - |
| 7. We will explain how we will do our work | 83% | - |
| 8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision | 33% | -15% |
| 9. We will share facts with you, and discuss with you what we are seeing | 70% | +3% |
| 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 | 49% | +5% |
| Overall section score | 64% | +9% |