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

Giving you the information you need

Commitment Quarter 1 (April - June 2020) Change from Quarter 4
  Complainant feedback Complainant feedback
1. We will explain our role and what we can and cannot do 69% -9%
2. We will explain how we handle complaints and what information we need from you 72% -4%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 69% -5%
4. We will keep you regularly updated on our progress with your complaint 71% -7%
Overall section score 70% -7%