Performance against our Service Charter 2020/21 Quarter 3 (October to December)

Following an open and fair process

CommitmentQuarter 3 (Oct - Dec 2020)Change from Quarter 2
 Complainant feedbackComplainant feedback
5. We will listen to you to make sure we understand your complaint76%+11%
6. We will explain the specific concerns we will be looking into80%-8%
7. We will explain how we will do our work90%+7%
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision54%+21%
9. We will share facts with you, and discuss with you what we are seeing78%+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 them47%-2%
Overall section score71%+7%