Timeliness
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‘ It took far too long and dragged on.’
Complainant
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The majority of customers interviewed said that they were kept informed of the progress of their case. Among enquirers, 56 per cent said they were kept informed, while 78 per cent of complainants and 56 per cent of review customers also felt they were kept up to date with the progress of their case.
However, for approximately one-third of enquirers (38 per cent) and more than two-thirds of complainants and review customers (78 per cent and 69 per cent respectively), it took longer than expected to resolve their enquiry or complaint.
The expected timescale for us to resolve a case was:
- Up to three months for enquirers (81 per cent) and review customers (78 per cent).
- Between three months to one year for complainants (77 per cent).
Our service standards
| Time we will take to acknowledge and respond to enquiries |
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| Email enquiry | Acknowledgement sent within 1 working day |
| Written enquiry | Acknowledgement sent within 2 working days |
| Substantive response to enquiries | 90% within 40 working days |
| Time we will take to investigate complaints (From acceptance for investigation) | |
| Within 12 months | 90% |
| Time we will take to deal with complaints about us | |
| Initial response to complaints | 95% within 5 working days |
| Substantive response to complaints | 90% within 16 weeks |
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