% of complaints responded to in full within timescale
There are two types of complaints: front line complaints and investigations. When you make a complaint with us this is a frontline complaint. If you are not happy with the outcome of your complaint and raise a further complaint this becomes an investigation. When dealing with complaints we work to the guidance and deadlines set by the ombudsman which states we must respond to frontline complaints within 5 working days and investigations within 20 working days.
Figures from November 2018.
All complaints were responded to within the timescale.