Customer Feedback October to December 2017

How many complaints have we had?
17 complaints were received between 1 October to 31 December 2017.

Stage 1 complaints
14 of these complaints fell within the first stage of the complaints process (frontline resolution).  All 14 of the complaints were dealt with before the end of the period.  Of the 14 closed complaints, 10 were resolved within the timeframe. No complaints were equality-related.  Of the 14 closed, 4 were fully upheld, 3 were partially upheld and 7 were not upheld.

Stage 2 complaints
3 complaints were dealt with at Stage 2 of the complaints process because they required detailed investigation. All 3 complaints were dealt with before the end of the period and within the timeframe. No complaints were equality-related.  2 complaints were fully upheld; none was partially upheld; and 1 was not upheld.

The full report can be found here: Customer Feedback Report October to December 2017