Customer Feedback: July to September 2018

Friday 9 November 2018

How many complaints have we had?
11 complaints were received between 1 July to 30 September 2018.

Stage 1 complaints
5 of these complaints fell within the first stage of the complaints process (frontline resolution).   All 5 of the complaints were dealt with before the end of the period.  Of the 5 closed complaints, 3 were resolved within the timeframe. No complaints were equality-related.  Of the 5 closed, 4 were fully upheld, none was partially upheld and 1 was 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.  No complaints were equality-related.  1 of the complaints was fully upheld; none was partially upheld; and 3 were not upheld.

The full report can be found here: Customer Feedback Report: July to September 2018