Performance Indicators are measures and targets that help organisations assess and demonstrate how they are carrying out their functions.
We understand the importance of timely complaint handling for both complainants and service providers, and we are committed to dealing with concerns brought to us as quickly as possible.
Our key performance indicators (KPIs)
| Time taken to reach a decision | Target | |
|---|---|---|
| Decided following initial checks | Within 7 days | 95% |
| Decided following further consideration or investigation | Within 13 weeks | 50% |
| Within 26 weeks | 75% | |
| Within 52 weeks | 95% |