Customer Feedback Received July to September 2016

How many complaints have we had?

15 complaints were received between 1 July and 30 September 2016.

Stage 1 complaints
12 of these complaints fell within the first stage of the complaints process (frontline resolution).  11 of the complaints were dealt with before the end of the period.  Of the 11 closed complaints, 8 were resolved within the timeframe. No complaints were equality-related.  Of the 11 closed, 5 were fully upheld, 1 was partially upheld and 5 were not upheld.

Stage 2 complaints
3 complaints were dealt with at Stage 2 of the complaints process because they required detailed investigation. 1 of the complaints was closed within the timeframe allowed.  1 of the complaints received was equality-related. The complaint resolved was not upheld.

The full report can be found here: Customer Feedback Report 1 July to 30 September 2016