Customer Feedback Received October to December 2015

How many complaints have we had?
14 complaints were received between 1 October and 31 December 2015.

Stage 1 complaints
11 of these complaints fell within the first stage of the complaints process (frontline resolution).  1 complaint was still being dealt with after the end of the period.  Of the 10 closed complaints, 8 were resolved within the timeframe. None of the complaints was equality-related.  Of the 10 closed, 6 were fully upheld, 1 was partially upheld and 3 were not upheld.

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

The full report can be found here: Customer Feedback Report 1 October to 31 December 2015