Performance against our Service Charter 2019/20 Quarter 4 (January to March)

Giving you the information you need

Commitment Quarter 4 (Jan - March 2020) Change from Quarter 3
  Complainant feedback Complainant feedback
1. We will explain our role and what we can and cannot do 78% -2%
2. We will explain how we handle complaints and what information we need from you 76% -4%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 74% N/C
4. We will keep you regularly updated on our progress with your complaint 78% -1%
Overall section score 77% -1%