Performance against our Service Charter 2020/21 Quarter 1 (April to June)

Following an open and fair process

Commitment Quarter 1 (April - June 2020) Change from Quarter 4
  Complainant feedback Complainant feedback
5. We will listen to you to make sure we understand your complaint 62% -3%
6. We will explain the specific concerns we will be looking into Data unavailable -
7. We will explain how we will do our work Data unavailable -
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision 48% -10%
9. We will share facts with you, and discuss with you what we are seeing 67% +4%
10. We will evaluate the information we've gathered and make an impartial decision on your complaint - -
11. We will explain our decision and recommendations, and how we reached them 44% -3%
Overall section score 55% -8%