Customer Feedback Received January to March 2017

How many complaints have we had?
17 complaints were received between 1 January and 31 March 2017.

Stage 1 complaints
14 of these complaints fell within the first stage of the complaints process (frontline resolution).   13 of the complaints were dealt with before the end of the period.  Of the 13 closed complaints, 9 were resolved within the timeframe. 2 complaints were equality-related.  Of the 13 closed, 4 were fully upheld, 2 were partially upheld and 7 were not upheld.

Stage 2 complaints
3 complaints were dealt with at Stage 2 of the complaints process because they required detailed investigation. 2 were dealt with before the end of the period; both of which were closed within the timeframe allowed.  1 of the complaints received was equality-related. Of the 2 closed, 1 was fully upheld, none was partially upheld, and 1 was not upheld.

The full report can be found here: Customer Feedback Report January to March 2017