Performance against our Service Charter 2020/21 Quarter 2 (July to September)

Following an open and fair process

Commitment Quarter 2 (July - Sep 2020) Change from Quarter 1
  Complainant feedback Complainant feedback
5. We will listen to you to make sure we understand your complaint 64% +2%
6. We will explain the specific concerns we will be looking into 88% -
7. We will explain how we will do our work 83% -
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision 33% -15%
9. We will share facts with you, and discuss with you what we are seeing 70% +3%
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 49% +5%
Overall section score 64% +9%