Performance against our Service Charter 2021/22 Quarter 4 (January to March)

Following an open and fair process

CommitmentQuarter 4 (January - March 2022)Change from Quarter 3
 Complainant feedbackOrganisations we investigateComplainant feedbackOrganisations we investigate
5. We will listen to you to make sure we understand your complaint66%84%2%5%
6. We will explain the specific concerns we will be looking into74%92%-20%9%
7. We will explain how we will do our work70%95%-12%6%
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision50%91%-4%5%
9. We will share facts with you, and discuss with you what we are seeing50%80%-8%0%
10. We will evaluate the information we've gathered and make an impartial decision on your complaint-89%-6%
11. We will explain our decision and recommendations, and how we reached them46%83%0%1%
Overall section score59%88%-7%4%