Quarter one complaints performance information - April to June.
Number of informal complaints: 83
Number of formal stage 1 complaints: 42
Number of complaints upheld: 17
Percentage of complaints dealt with on time: 87%
Number of stage 2 complaints: 2
Quarter two complaints performance information - July to September.
Our customers told us that they were not receiving prompt responses to informal complaints or stage 0 complaints.
To put that right, from 1 July 2021 we changed the way we dealt with complaints.
If someone wishing to make an informal complaint cannot be put through to the service area to resolve their issue at point of contact, a Stage 1 complaint is raised.
This saw an increase in formal complaints and a decrease in informal complaints this quarter.
Number of informal complaints: 50
Number of formal stage 1 complaints: 75
Number of complaints upheld: 38
Percentage of complaints dealt with on time: 75%
Number of stage 2 complaints: 3
