Performance against our Service Charter 2018/19 Quarter 4 (January to March)

Following an open and fair process


Quarter 4 (January - March 2019)

Change from Quarter 3
  Casework process assurance Complainant feedback Casework process assurance Complainant feedback
5. We will listen to you to make sure we understand your complaint 98% 76% +1% +3%
6. We will explain the specific concerns we will be looking into 96% 91% +2% +1%
7. We will explain how we will do our work 86% 80% +2% +4%
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision 100% 53% +2% +6%
9. We will share facts with you, and discuss with you what we are seeing 41% 70% +1% NC
10. We will evaluate the information we've gathered and make an impartial decision on your complaint 99% - NC -
11. We will explain our decision and recommendations, and how we reached them 100% 53% +1% +3%
89% 71% +2% +3%

What the results tell us

Complainant feedback and casework process assurance scores improved overall this quarter. There was a notable increase in complainants’ satisfaction with how we gather information before making decisions. However, this score remains relatively low for what we expect to see, so we will continue to focus on this as an area for improvement.