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

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%