Complaints and how we deal with them

摘要

Dealing with complaints is a difficult area. Generally speaking after an investigation, either the complainant or the member will feel aggrieved at the final outcome. To a certain extent, this is inevitable. However, one of our aims is that those involved do not feel aggrieved at the way in which the complaint has been handled. At the end of the process we invite feedback from members and complainants. Currently 82% of members say that they are satisfied with the process. This compares with 62% of complainants.These figures are an improvement since we started the satisfaction surveys two years ago and we will continue to work to increase the efficiency and transparency of the process.