Customer Feedback: October to December 2018

How many complaints have we had?
12 complaints were received between 1 October and 31 December 2018.

Stage 1 complaints
10 of these complaints fell within the first stage of the complaints process (frontline resolution). 9 were dealt with before the end of the period. 1 complaint remains open. Of the 9 closed complaints, all were resolved within the timeframe. 2 complaints were equality-related. Of the 9 closed, 2 were fully upheld, 2 were partially upheld and 5 were not upheld.

Stage 2 complaints
2 complaints were dealt with at Stage 2 of the complaints process because they required detailed investigation. 1 complaint was dealt with within the timeframe and the other was closed before the end of the period. No complaints were equality-related. None of the complaints was fully upheld; 1 was partially upheld; and 1 was not upheld.

The full report can be found here:  Customer Feedback Report October to December 2018