|
Performance Indicator |
2013/2014 (overall) |
Q1 13/14 |
Q2 13/14 |
Q3 13/14 |
Q4 13/14 |
Q1 14/15 |
|
% of Stage 1 complaints responded to within 10 working days |
95.4 |
95.8 |
97.1 |
91.3 |
98.3 |
95.6 |
|
Number of stage 1 complaints received |
548 |
94 |
175 |
161 |
118 |
250 |
|
Number of stage 2 complaints received |
95 |
23 |
16 |
39 |
17 |
32 |
|
% of complaints escalated to stage 2 |
17.4 |
24.5 |
9.1 |
24.2 |
14.4 |
12.8 |
|
% of justified stage 1 complaints* |
n/a |
n/a |
n/a |
n/a |
n/a |
67.2 |
|
% justified stage 2 complaints |
38.9 |
47.8 |
37.5 |
41.0 |
23.5 |
31.3 |
Figure 1- Complaints Performance Indicators.
*Data not reliably collected until 2014/2015 financial year
Figure 2
