Timeliness
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“They kept to the timescales and wrote to me about delays.”
Review customer“It went on for a bit longer than I expected, but I got what I wanted because they have admitted they were wrong. I’m just waiting for an apology. I’m happy with the work the Ombudsman has done.”
ComplainantAs in last year’s customer satisfaction research survey, the majority of customers interviewed said that they were informed of any delay to the resolution of their case: 51 per cent of enquirers, 84 per cent of complainants and 53 per cent of review customers thought this was the case. A large proportion of our customers also said that they were kept up-to-date about the progress of their case: amongst enquirers, 51 per cent said they were kept up-to-date, whilst 88 per cent of complainants and 47 per cent of review customers also felt they were kept up to date with the progress of their case. This compares to 66 per cent for enquirers, 82 per cent for complainants and 49 per cent for review customers in 2009-10.
Almost two third of complainants and review customers felt that dealing with their case took longer than expected, compared to approximately a third of enquirers. The perception that the case took longer than expected is decreasing amongst all three customer groups: enquirers, complainants and review customers.
The expected timescale for us to resolve a case was:
- Less than three months for enquirers (78 per cent) and review customers (63 per cent); and
- between three months to one year for complainants (65 per cent).
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