Following an open and fair process
| Commitment | Quarter 4 (January - March 2023) | Change from Quarter 3 | ||
|---|---|---|---|---|
| Complainant feedback | Organisations we investigate | Complainant feedback | Organisations we investigate | |
| 5. We will listen to you to make sure we understand your complaint | 81% | 84% | 5% | 8% |
| 6. We will explain the specific concerns we will be looking into | 89% | 82% | 3% | 0% |
| 7. We will explain how we will do our work | 91% | 90% | -3% | 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% | -25% | 1% |
| 9. We will share facts with you, and discuss with you what we are seeing | 84% | 83% | 2% | 3% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | - | 81% | - | -11% |
| 11. We will explain our decision and recommendations, and how we reached them | 57% | 85% | 2% | -6% |
| Overall section score | 74% | 84% | -3% | 0% |