| Total number of complaints received | Number of Stage 1 closed complaints | Number of Stage 2 closed complaints | Complaints still open |
|---|---|---|---|
| 26 | 15 | 3 | 8 |
* A note to Complaints still open. Complaints received during this period but not closed – both complaints still open during this period are compliant with timescales.
Types of complaint (all complaints)
- 54% of all complaints were related to Internal Dispute Resolution Procedure.
- 46% of all complaints were related to Service Delivery.
Complaints Outcomes
Service Delivery complaints
- 27% of Service Delivery complaints were upheld.
- 36% of Service Delivery complaints were not upheld.
- 9% of Service Delivery complaints were partially upheld.
- 27% of Service Delivery complaints were resolved.
IDRP complaints
- 43% of IDRP complaints were upheld.
- 57% of IDRP complaints were not upheld.
Lessons learned
An action plan has been put in place to tackle the re-assessed pensions.
Compliments received
- Member contacted NILGOSC to thank the team for its professionalism.
- Member stated that they had received great service from the staff here at NILGOSC.
- 2 compliments received for the admin team relating to the care, judgement, and professionalism of NILGOSC staff.