Customer Feedback Received October to December 2016

Tuesday 10 January 2017

How many complaints have we had?
11 complaints were received between 1 October and 31 December 2016. 

Stage 1 complaints
7 of these complaints fell within the first stage of the complaints process (frontline resolution).   All the complaints were dealt with before the end of the period.  Of the 7 closed complaints, 6 were resolved within the timeframe. 1 complaint was equality-related.  Of the 7 closed, 3 were fully upheld, 2 were partially upheld and 2 were not upheld.

Stage 2 complaints
4 complaints were dealt with at Stage 2 of the complaints process because they required detailed investigation. 3 of the complaints were closed within the timeframe allowed.  None of the complaints received was equality-related. Of the 3 closed, none was fully upheld, 1 was partially upheld, and 2 were not upheld.

The full report can be found here: Customer Feedback Report October to December 2016

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