Following an open and fair process
| Commitment | Quarter 1 (Apr - Jun 2021) | Change from Quarter 4 | ||
|---|---|---|---|---|
| Complainant feedback | Organisations we investigate | Complainant feedback | Organisations we investigate | |
| 5. We will listen to you to make sure we understand your complaint | 68% | 86% | -1% | +5% |
| 6. We will explain the specific concerns we will be looking into | 68% | 88% | -12% | -4% |
| 7. We will explain how we will do our work | 72% | 90% | +5% | -3% |
| 8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision | 44% | 84% | -6% | -4% |
| 9. We will share facts with you, and discuss with you what we are seeing | 65% | 79% | 0% | -11% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | - | 86% | - | -2% |
| 11. We will explain our decision and recommendations, and how we reached them | 49% | 86% | -1% | +1% |
| Overall section score | 61% | 86% | -3% | -3% |