Following an open and fair process
| Commitment | Quarter 2 (Jul - Sep 2021) | Change from Quarter 1 | ||
|---|---|---|---|---|
| Complainant feedback | Organisations we investigate | Complainant feedback | Organisations we investigate | |
| 5. We will listen to you to make sure we understand your complaint | 64% | 74% | -4% | -12% |
| 6. We will explain the specific concerns we will be looking into | 83% | 78% | +16% | -10% |
| 7. We will explain how we will do our work | 78% | 83% | +6% | -7% |
| 8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision | 54% | 80% | +11% | -4% |
| 9. We will share facts with you, and discuss with you what we are seeing | 66% | 80% | +1% | +1% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | - | 81% | - | -5% |
| 11. We will explain our decision and recommendations, and how we reached them | 46% | 81% | -3% | -6% |
| Overall section score | 65% | 80% | +4% | -6% |