Letters and emails
Completing our investigations of a complaint
Complaints about us
We monitor satisfaction levels quarterly.
| Letters and emails | Performance |
|---|---|
| To acknowledge within 2 working days | 99.9% |
| To respond to 80% within 10 working days of receipt | 98.9% |
| Completing our investigations of complaints | Performance |
| 55% of complaints within 6 months from the date of acceptance | 47.3% |
| 85% of complaints within 12 months from the date of acceptance | 72.4% |
| Complaints about us | Performance |
| To acknowledge within 2 working days | 99.3% |
| To respond to 90% within 20 working days | 95.9% |
| Customer Service | Performance |
| 80% of complainants surveyed will be satisfied with the overall customer service provided | 75.3% |