Customer feedback received January to March 2016

How many complaints have we had?
20 complaints were received between 1 January and 31 March 2016.

Stage 1 complaints
16 of these complaints fell within the first stage of the complaints process (frontline resolution).   All 16 complaints were dealt with before the end of the period.  Of the 16 closed complaints, 13 were resolved within the timeframe. 1 complaint was equality-related.  Of the 16 closed, 5 were fully upheld, 4 were partially upheld and 7 were not upheld.

Stage 2 complaints
4 complaints were dealt with as Stage 2 of the complaints process because they required detailed investigation. 3 of the complaints were closed within the timeframe allowed.  1 remains open.  None of the complaints received was equality-related. 1 complaint was partially upheld and 2 were not upheld.

The full report can be found here: Customer Feedback Report 1 January to 31 March 2016