Customer service
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‘ I think they reinstalled faith in myself and they made me feel empowered.’
Enquirer
84 per cent of complainants felt they were kept up to date throughout the investigation;
81 to 92 per cent of enquirers and 83 to 92 per cent of complainants said that our staff had been polite, professional, helpful and easy to get hold of1;
76 per cent of enquirers and 85 per cent of complainants were satisfied or very satisfied with the clarity of the explanation about what the Ombudsman can and cannot do;
75 per cent of enquirers and 83 per cent of complainants were satisfied or very satisfied with the clarity of the explanation about our complaints process;
81 per cent of review customers felt their complaint was not fully understood, and 77 per cent said they had lost confidence in the system handling their complaint.
‘I was kept fully informed at all times, I was allowed to make comments all the way through the process at any time, I had contact numbers, email addresses for my case worker, so I could get in touch with her at all times. I was told what would happen, I was told how long it would take, and it did. So yeah, I’m delighted with it really.’
Enquirer
‘I feel I could have been dealt with much quicker. I felt I was passed on. It would have been much better if the first person dealt with my case all the way through. If one person dealt with it the continuity would have been much better.’
Enquirer
1 From enquirers: 92 per cent found said that our staff had been ‘polite’; 83 per cent said staff were ‘professional’; 81 per cent said they were ‘helpful’; and 82 per cent described them as ‘easy to get hold of’.
For complainants, the figures were: 92 per cent ‘polite'; 88 per cent ‘professional’; 86 per cent ‘helpful’; and 83 per cent ‘easy to get hold of’.
