October to December 2019
Rosebery provides a range of services to a variety of customers. On occasions, things do go wrong and customers may want to complain about the services they have received. Complaints gives us the opportunity to work with complainants to put things right.
Rosebery provides a service for making complaints to:
- give dissatisfied customers a mechanism for seeking redress.
- collect feedback to enable Rosebery to review its performance and continuously improve services.
The table below shows the number of complaints received between October to December 2019 and how they have been handled:
|Number of expressions of dissatisfaction (EOD) received.||4||1||0|
|% of EOD responded within our target of five working days.||100%||100%||N/A|
|Number of EOD escalated to a formal complaint.||0||0||N/A|
|Number of formal complaints received.||4||1||1|
|% of formal complaints acknowledged within our target of two working days.||100%||100%||100%|
|% of formal complaints responded within our target of 10 working days.||75%||100%||Complaint is still under investigation and within target|
|Number of formal complaints escalated to stage 2, of our complaint’s procedure.||0||1||0|
If you want to find out more about this, please talk to our Customer Experience Team through your My Rosebery account!