Complaints, compliments and suggestions
Overview
Complaints
When we receive a complaint we have a target of 10 days to investigate and respond to the customer.
Over the past three years, the number of complaints we received has dropped significantly and the complaints we have received have been dealt with more promptly (see table below).
|
Period |
Complaints received |
Dealt with in 10-day target |
% dealt with in 10-day target |
|
01/04/2009 - 31/03/2010 |
195 |
194 |
99% |
|
01/04/2008 - |
196 |
194 |
99% |
|
- |
245 |
227 |
92% |
Complaints received about our service in 2009-2010:
- 57% were as a result of errors with our systems or procedures
- 22% were as a result of staff errors
- 9% were regarding staff attitude
- 12% were as a result of various other reasons
Of these complaints, 52% were justified.
We always take complaints seriously and take action to ensure that we put things right whenever possible. Complaints are regularly analysed so that we can review policies and procedures and learn from the complaints received.
Compliments
For the period 2009-2010 we recorded a total of 41 compliments from customers noting the efficient and friendly service that our staff provide.
Suggestions
Customer suggestions are important to us. Suggestions received from customers are carefully considered and if practical may be adopted.
We want to hear from you
If you want to:
- complain about our service
- compliment us, or
- make a suggestion about how we could do things better
please contact the Benefits service.
