Our Standards of Service

On 1 April 2010 we revised our standards. We aim to provide the following standards of service (from date of receipt in each case):

Accepting a new complaint

Letters and emails

Completing our investigations of a complaint

Complaints about us

We monitor satisfaction levels quarterly.

Performance as at 30 June 2010

Accepting a new complaint Performance
To reach a decision in 80% of new complaints within 25 working days 75.5%
Letters and emails Performance
To acknowledge within 2 working days 94.5%
To respond to 90% within 10 working days of receipt 97.6%
Completing our investigations of complaints Performance
55% of complaints within 6 months 48.3%
90% of complaints within 12 months 83.2%
Complaints about us Performance
To acknowledge within 2 working days 99%
To respond to 90% within 20 working days 95.9%