Following an open and fair process
| Commitment | Quarter 3 (Oct - Dec 2020) | Change from Quarter 2 |
|---|---|---|
| Complainant feedback | Complainant feedback | |
| 5. We will listen to you to make sure we understand your complaint | 76% | +11% |
| 6. We will explain the specific concerns we will be looking into | 80% | -8% |
| 7. We will explain how we will do our work | 90% | +7% |
| 8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision | 54% | +21% |
| 9. We will share facts with you, and discuss with you what we are seeing | 78% | +8% |
| 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 | 47% | -2% |
| Overall section score | 71% | +7% |