Outcome of complaints
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‘I was quite satisfied with the apology but I wasn’t completely satisfied with the compensation.’
Complainant
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Customers’ satisfaction with the outcome of their enquiry or complaint is very closely linked to whether or not they agree with our decision.
During the time frame of this research, only a small proportion of cases in the sample were accepted for investigation and/or upheld. This affects satisfaction with the outcome:
- 43 per cent of enquirers were satisfied or very satisfied;
- 51 per cent of complainants were satisfied or very satisfied; and
- 4 per cent of review customers were satisfied.
However, while there may be dissatisfaction with the Ombudsman’s decision, the large majority of both complainants and enquirers are likely to use our service again (71 per cent and 69 per cent respectively) and recommend us to their friends and family (66 per cent and 68 per cent respectively).
In contrast, just 36 per cent of review customers say they would use our service again, while 20 per cent would advocate the service to friends and family.
