Conclusion
Jump to
‘They kept me informed, they were very helpful on the telephone explaining exactly what was happening and what was going to happen next and then they would follow that up with a letter basically giving me the same information.
Although I was kept informed all the way along, it just seemed to take such a long time to actually come to a final decision, it was because there were so many different departments involved.’
Complainant
These research results provide encouraging news about the levels of satisfaction with our service amongst enquirers and complainants. They reinforce our commitment to improving the timeliness of our response to complaints, and highlight the need to build confidence among our review customers – who disagree with our decisions or have a complaint about our service – that we have listened to them and understood their complaint.
More detailed results from our customer satisfaction research are available on our website (www.ombudsman.org.uk), and are shared with our staff to enable us all to learn the lessons from this feedback.
Over the coming year we will continue to work to improve awareness of and access to our service and customer satisfaction. Our plans to do this are set out in our Corporate Business Plan 2010-11, which is available on our website.
