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Timeliness

We aim to resolve complaints quickly and fairly, achieving the right outcome based on the facts.

The time it takes to resolve a case depends both on the views of the parties to the complaint and the complexity of the issues involved. If a case can be resolved informally, it tends to take less time than if a longer investigation or an ombudsman’s decision is required. We measure the timeliness of our work from the date the case is accepted for investigation.

We measure the timeliness of our work in two ways:

  • Timeliness of all complaints.
  • Timeliness of cases depending on their complexity.
KPI Measure (2019/20) April May June July Aug Sept Oct Nov Dec Jan Feb Mar
1) % All legal cases concluded 45% within 90 days 48% 51% 50% 59% 67% 67% 63% 60% 61% 49% 53% 51%
78% within 180 days 63% 72% 70% 74% 84% 89% 89% 91% 89% 89% 89% 85%
95% within 365 days 69% 78% 77% 83% 94% 96% 96% 97% 97% 98% 97% 98%

 

KPI Measure (2019/20) April May June July Aug Sept Oct Nov Dec Jan Feb Mar
2) % Legal cases concluded by complexity 65% within 90 days (low) 89% 83% 83% 86% 86% 85% 77% 71% 73% 58% 63% 61%
40% within 90 days (med) 54%- 50% 45% 52% 45% 49% 41% 42% 39% 30% 36% 32%
0% within 90 days (high) 25% 11% 8% 13% 18% 0% 4% 14% 17% 15% 18% 17%
90% within 180 days (low) 98% 99% 99% 98% 98% 99% 98% 98% 96% 96% 95% 93%
85% within 180 days (med) 92% 91% 85% 85% 84% 90% 85% 89% 86% 79% 85% 75%
33% within 180 days (high) 75% 56% 33% 20% 27% 30% 9% 24% 17% 38% 18% 28%
99% within 365 days (low) 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
95% within 365 days (med) 100% 100% 98% 100% 100% 99% 99% 99% 96% 98% 98% 99%
85% within 365 days (high) 100% 100% 83% 93% 88% 91% 57% 76% 75% 69% 36% 72%

Customer satisfaction

Delivering a high-quality service is very important to us. It is what matters most to our customers and stakeholders and we are committed to improving the standard and consistency of our work.

We gather this information from our regular independent customer satisfaction survey, where we survey our customers (both complainants and service providers) at the end of the process. Satisfaction with service is gathered quarterly.

      Q1 Q2 Q3 Q4

Legal

2019/20

85% customers satisfied with service (satisfied with outcome) Service providers 80% 83% 84% 82%
Complainant 97% 93% 92% 95%
15% customers satisfied with service (dissatisfied with outcome) Service providers 11% 7% 10% 12%
Complainant 7% 14% 6% 7%

Service Complaints

We measure the complaints we receive about the service we provide and how many we uphold. Our process has 3 levels and allows for complaints to be escalated to an external Service Complaints Adjudicator if required. We seek to resolve complaints as early as possible.

Further information can be found in in our Service Complaints Procedure and Service Complaints Adjudicator report.

2019/20
Quarter 1
Stage Upheld % against cases accepted for investigation Upheld % against service complaint received
1 3.35% 55.1%
2 0.63% 68.6%
3 0.42% 55.6%
Quarter 2
Stage Upheld % against cases accepted for investigation Upheld % against service complaint received
1 1.99% 68.4%
2 1.1% 59.4%
3 0.31% 57.1%
Quarter 3
Stage Upheld % against cases accepted for investigation Upheld % against service complaint received
1 1.95% 63.10%
2 0.44% 72.73%
3 0.88% 59.18%
Quarter 4
Stage Upheld % against cases accepted for investigation Upheld % against service complaint received
1 1.78% 52.22%
2 0.5% 73.91%
3 0.5% 78.95%