Performance against our Service Charter 2016-17 Quarter 3 (October-December 2016)

Giving you the information you need

The table below details how we performed against our commitment to give you the information you need. 


2016-17 Quarter 3


  Casework process assurance Complainant feedback
1. We will explain our role and what we can and cannot do 99% 78%
2. We will explain how we handle complaints and what information we need from you 98% 81%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 87% 71%
4. We will keep you regularly updated on our progress with your complaint 79% 75%
Overall section score 91% 76%