Communication and correspondence
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‘They answered all my emails and they answered all my calls and I wasn’t kept waiting.’
(Enquirer)
‘It was really excellent communication, use of plain language, the ability to listen. They provided information in the report that I would have never seen under other circumstances.’
(Complainant)
‘I needed to have a face-to-face meeting to get a better picture.’
(Review customer)
We write to our complainants, some enquirers and review customers to keep them up to date with the progress of their case.
Of those who received letters or emails from us before we reached a final decision, a large majority said that the communication was easy to understand.
Communication Rating
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