Complaints received between 1 July and 30 September 2014
How many complaints have we had?
11 complaints were received between 1 July and 30 September 2014.
Stage 1 complaints
7 of these complaints fell within the first stage of the complaints process (frontline resolution). 1 complaint is still being dealt with. Of the 6 closed complaints, 5 were dealt with within the timeframe, and 1 was closed two days later than the timescales allow. 1 of the complaints was equality-related. Of the 6 closed, 2 were upheld, 1 was partly upheld and 3 were not upheld.
Stage 2 complaints
4 complaints were escalated to Stage 2 of the complaints process because they required detailed investigation. All of these complaints were resolved within the period. 1 of the complaints received was equality-related. Of the 4 complaints closed, 1 was upheld, 2 were partially upheld, and the remaining 1 was not upheld.
The full report is attached here: Report on Complaints 1 July 2014 to 30 September 2014