Performance against our Service Charter 2020/21 Quarter 2 (July to September)

Giving you the information you need

Commitment Quarter 2 (July - Sep 2020) Change from Quarter 1
  Complainant feedback Complainant feedback
1. We will explain our role and what we can and cannot do 78% +9%
2. We will explain how we handle complaints and what information we need from you 76% +4%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 68% -1%
4. We will keep you regularly updated on our progress with your complaint 80% +9%
Overall section score 76% +6%