Performance against our Service Charter 2021/22 Quarter 2 (July to September)

Following an open and fair process

Commitment Quarter 2 (Jul - Sep 2021) Change from Quarter 1
  Complainant feedback Organisations we investigate Complainant feedback Organisations we investigate
5. We will listen to you to make sure we understand your complaint 64% 74% -4% -12%
6. We will explain the specific concerns we will be looking into 83% 78% +16% -10%
7. We will explain how we will do our work 78% 83% +6% -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% 80% +11% -4%
9. We will share facts with you, and discuss with you what we are seeing 66% 80% +1% +1%
10. We will evaluate the information we've gathered and make an impartial decision on your complaint - 81% - -5%
11. We will explain our decision and recommendations, and how we reached them 46% 81% -3% -6%
Overall section score 65% 80% +4% -6%