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Complaints process

Complaints process

Scrutiny team review

Review of communications within the complaints process

We know that the way we handle communications within the complaints process is very important to our customers. The scrutiny team's key areas of interest for this review were:

  • how communications are managed within the complaints process
  • to understand the outcome of this process with customers who make a complaint
  • to assess the quality and quantity of that communication with regard to customer expectations.

The reporting from this 2020-21 review can be found under scrutiny team reports.

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