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 |