Performance against our Service Charter 2020/21 Quarter 4 (January to March)

Following an open and fair process

Commitment Quarter 4 (Jan- Mar 2021) Change from Quarter 3
  Complainant feedback Organisations we Investigate feedback Complainant feedback Organisations we Investigate feedback
5. We will listen to you to make sure we understand your complaint 70% 81% -6% N/A
6. We will explain the specific concerns we will be looking into 79% 92% -1% N/A
7. We will explain how we will do our work 66% 93% -24% N/A
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision 50% 88% -4% N/A
9. We will share facts with you, and discuss with you what we are seeing 65% 90% -13% N/A
10. We will evaluate the information we've gathered and make an impartial decision on your complaint - 88% - N/A
11. We will explain our decision and recommendations, and how we reached them 50% 86% +4% N/A
Overall section score 63% 88% -7% N/A