Following an open and fair process
| Commitment | Quarter 3 (Oct - Dec 2021) | Change from Quarter 2 | ||
|---|---|---|---|---|
| Complainant feedback | Organisations we investigate | Complainant feedback | Organisations we investigate | |
| 5. We will listen to you to make sure we understand your complaint | 64% | 79% | 0% | +6% |
| 6. We will explain the specific concerns we will be looking into | 94% | 83% | +11% | +5% |
| 7. We will explain how we will do our work | 82% | 89% | +4% | +6% |
| 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% | 86% | 0% | +6% |
| 9. We will share facts with you, and discuss with you what we are seeing | 58% | 80% | -8% | 0% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | - | 83% | - | +2% |
| 11. We will explain our decision and recommendations, and how we reached them | 46% | 83% | 0% | +2% |
| Overall section score | 66% | 83% | +1% | +4% |