Performance against our Service Charter 2017/18 Quarter 3 (October to December)

Following an open and fair process


2017-18 Quarter 3 


Change from Quarter 2
  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
5. We will listen to you to make sure we understand your complaint 99% 71% +2% -2%
6. We will explain the specific concerns we will be looking into 95% 88% +5% +6%
7. We will explain how we will do our work 92% 76% +7% +1%
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision 97% 46% +2% +2%
9. We will share facts with you, and discuss with you what we are seeing 88% 66% +3% +2%
10. We will evaluate the information we've gathered and make an impartial decision on your complaint 100% - +3% -
11. We will explain our decision and recommendations, and how we reached them 97% 60% -1% +10%
95% 68% +3% +3%


What the results tell us

There are clear improvements across the majority of commitments, most notably in explaining the scope of our investigations and how we reach our decisions. However, over half of complainants continue to feel that we are not gathering all information we need to make a decision, which we are monitoring. Our current staff training programme will help to address this.