Our Service Charter makes commitments about the service we provide at different stages of our process. We use these commitments to measure how well we are delivering our service and understand where we need to improve.
We developed our Service Charter with people who have used our service and the organisations we investigate and work with, to find out what matters to them. We publish our performance on a quarterly basis.
We now capture feedback from organisations we investigate as well as complainants to provide a better view of our service from those who use it.