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

Giving you the information you need


2017-18 Quarter 3


Change from Quarter 2

  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
1. We will explain our role and what we can and cannot do 100% 78% +1% +1%
2. We will explain how we handle complaints and what information we need from you 100% 81% +6% +3%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 98% 76% -1% -2%
4. We will keep you regularly updated on our progress with your complaint 89% 76% +6% -1%
Overall section score 97% 78% +3% No change


What the results tell us

There is minimal change from the last quarter and overall scores remain stable. Complainants’ feedback for explaining our role and how we handle complaints continues to be positive.