Customer feedback received between 1 July and 30 September 2015

Friday 16 October 2015

How many complaints have we had?
20 complaints were received between 1 July and 30 September 2015. 

Stage 1 complaints
16 of these complaints fell within the first stage of the complaints process (frontline resolution).      2 complaints were still being dealt with after the end of the period.  Of the 14 closed complaints, 11 were resolved within the timeframe. None of the complaints was equality-related.  Of the 14 closed, 4 were fully upheld, 4 were partially upheld and 6 were not upheld.

Stage 2 complaints
4 complaints were dealt with as Stage 2 of the complaints process because they required detailed investigation. Only 1 of these has been resolved and this was closed within the timeframe allowed.  None of the complaints received was equality-related. The complaint closed was upheld.

The full report can be found here: Customer Feedback Report July to September 2015

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