data item C11) Data item 12: Data item C14: resolved resolved between 56 +32 days calendar and 93 days calendar (eight days weeks) (subset of (subset of data item data item 9) C11) Data item 13: resolved in +94 calendar - days (subset of data item 9) Data item C15 ‘Average resolution time for all complaints resolved during the quarter’ is new and must be calculated in days as the statistical median of the resolution for all complaints that a supplier resolved during the relevant reporting quarter, irrespective of when the complaints was received. For resolved repeat complaints the calculation has to include the time between the date the original complaint was made and the date it was fully resolved to the customer’s satisfaction. Item C15 is aimed at providing a more precise statistics of the length of the customer complaint journey for every supplier. We understand that the inclusion of cases that have been escalated through the Extra Help Unit and Citizens Advice Consumer Service will also impact upon this and the other speed of resolution statistics in section C. Section D In Section D we require that suppliers specify the number of letters sent during the quarter to signpost the Ombudsman, respectively: for complaints that had not been solved within 8 (item D16); and for complaints that reached a deadlock situation (item D17).
data item C11) Data item 12: resolved between +32 days and 93 calendar days (subset of data item 9) Data item C14: resolved 56 calendar days (eight weeks) (subset of data item C11) Data item 13: resolved in +94 calendar days (subset of data item 9) - Data item C15 ‘Average resolution time for all complaints resolved during the quarter’ is new and must be calculated in days as the statistical median of the resolution for all complaints that a supplier resolved during the relevant reporting quarter, irrespective of when the complaints was received. For resolved repeat complaints the calculation has to include the time between the date the original complaint was made and the date it was fully resolved to the customer’s satisfaction. Item C15 is aimed at providing a more precise statistics of the length of the customer complaint journey for every supplier. We understand that the inclusion of cases that have been escalated through the Extra Help Unit and Citizens Advice Consumer Service will also impact upon this and the other speed of resolution statistics in section C. Section D In Section D we require that suppliers specify the number of letters sent during the quarter to signpost the Ombudsman, respectively: for complaints that had not been solved within 8 (item D16); and for complaints that reached a deadlock situation (item D17).
complaints_guidance_jan_2018_for_publication.docx