Customer Feedback: April to June 2018

How many complaints have we had?
15 complaints were received between 1 April and 30 June 2018. 

Stage 1 complaints
9 of these complaints fell within the first stage of the complaints process (frontline resolution).   All 9 of the complaints were dealt with before the end of the period.  Of the 9 closed complaints, 8 were resolved within the timeframe. No complaints were equality-related.  Of the 9 closed, 3 were fully upheld, 1 was partially upheld and 5 were not upheld.

Stage 2 complaints
6 complaints were dealt with at Stage 2 of the complaints process because they required detailed investigation. 4 complaints were dealt with before the end of the period and within the timeframe. 2 complaints remain open.  1 complaint was equality-related.  None of the complaints was fully upheld; 1 was partially upheld; and 3 were not upheld.

The full report can be found here: Customer Feedback Report: April to June 2018