Complaints received between 1 July and 30 September 2014

How many complaints have we had?
11 complaints were received between 1 July and 30 September 2014.

Stage 1 complaints
7 of these complaints fell within the first stage of the complaints process (frontline resolution).      1 complaint is still being dealt with.  Of the 6 closed complaints, 5 were dealt with within the timeframe, and 1 was closed two days later than the timescales allow. 1 of the complaints was equality-related.  Of the 6 closed, 2 were upheld, 1 was partly upheld and 3 were not upheld.

Stage 2 complaints
4 complaints were escalated to Stage 2 of the complaints process because they required detailed investigation.  All of these complaints were resolved within the period.  1 of the complaints received was equality-related. Of the 4 complaints closed, 1 was upheld, 2 were partially upheld, and the remaining 1 was not upheld.

The full report is attached here: Report on Complaints 1 July 2014 to 30 September 2014