Performance against our Service Charter 2019/20 Quarter 3 (October to December)

 Giving you the information you need

Commitment Quarter 3 (Oct - Dec 2019) Change from Quarter 2
  Complainant feedback Complainant feedback
1. We will explain our role and what we can and cannot do 80% +2%
2. We will explain how we handle complaints and what information we need from you 80% N/C
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 74% -1%
4. We will keep you regularly updated on our progress with your complaint 79% -3%
Overall section score 78% -1%