Customer Feedback January to March 2018

How many complaints have we had?
24 complaints were received between 1 January to 31 March 2018. 

Stage 1 complaints
13 of these complaints fell within the first stage of the complaints process (frontline resolution).      All 13 of the complaints were dealt with before the end of the period.  Of the 13 closed complaints, 7 were resolved within the timeframe. No complaints were equality-related.  Of the 13 closed, 3 were fully upheld, 4 were partially upheld and 6 were not upheld.

Stage 2 complaints
11 complaints were dealt with at Stage 2 of the complaints process because they required detailed investigation. 10 of those complaints were dealt with before the end of the period.  7 were resolved within the timeframe. No complaints were equality-related.  2 complaints were fully upheld; 4 were partially upheld; and 4 were not upheld.

The full report can be found here: Customer Feedback Report January to March 2018