Performance against our Service Charter 2020/21 Quarter 3 (October to December)

Giving you the information you need

Commitment Quarter 3 (Oct - Dec 2020) Change from Quarter 2
  Complainant feedback Complainant feedback
1. We will explain our role and what we can and cannot do 77% -1%
2. We will explain how we handle complaints and what information we need from you 79% +3%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 100% +32%
4. We will keep you regularly updated on our progress with your complaint 81% -1%
Overall section score 84% +8%