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Our service standards

These are the standards that we hold ourselves accountable to when resolving complaints.

We’re proud of the quality and fairness of our decisions – but we also want to ensure we give our answers in a timely and efficient way. Our service standards are the measures we put into place to provide assurance and accountability for the service we provide.

For all new complaints received from 1 April 2024 and onwards, we aim to deliver against these standards.

Full details about our performance year on year, can be found in our annual report and accounts update. 

Timeliness

We set targets for the time it takes us to respond to customers and resolve complaints. We aim to:

The enquiries we receive

  • 93% of initial enquiries we receive are actioned within five working days

The cases we resolve

  • 40% of cases are resolved within three months of the point we accept them as complaints
  • 74% of cases are resolved within six months of the point we accept them as complaints
  • No more than 5% of complaints to be over 12 months

Service complaints

  • If we receive a complaint about the service we have provided, we aim to resolve it, or have a resolution plan in place, within ten working days

Quality

As well as resolving complaints quickly, we’ll continue to provide answers that customers can trust – and we’ll provide excellent customer service. We aim to:

  • Over 90% pass rate for cases that are checked for quality assurance
  • No more than 1.5% of resolved cases result in a complaint about the service we have provided

Customer experience

Our customers will tell us that we’re easy to use – and the public will be aware of who we are and how we can help.

Ease of using our service

  • We use a method called ‘Net Easy’ to monitor levels of customer experience. It helps us understand how easy it is for our customers to get the help they need at different stages of our process, and from start to finish.

Standard of service

  • We survey our customers to assess confidence in the service we provide

Influence of service

  • We monitor the level of public awareness of our service through regular surveys