How many complaints are satisfactorily handled?

The request was successful.

Dear British Waterways,

I have written three complaints this year, none of which has been resolved nor have I received a written response to any within your targetted 15 working days, other than an acknowlegement.

How many complaints did you receive in the last 12 months, to how many have you responded within 15 working days and how many are resolved to the satisfaction of the originator?

How do these figures compare to previous years?

Yours faithfully,

Mike Beveridge

Chris Gray,

Dear Mr Beveridge

Thank you for your request for information dated 13th March 2010.

I understand that you have requested the following information:

1. How many complaints did you receive in the last 12 months.

2. how many have you responded within 15 working days

3.how many are resolved to the satisfaction of the originator?

I am pleased to inform you that once we have confirmed the extent to which
the regulations permit the release of the information which you have
requested a response will be sent within a 20 working day timescale from
the date we received your request.

Yours Sincerely

Chris Gray

Information Officer

show quoted sections

Chris Gray,

Dear Mr Berveridge

Further to my correspondence with you of 16^th March 2010 I am responding
to your request for information regarding:

1. How many complaints did you receive in the last 12 months.

2. how many have you responded within 15 working days

3.how many are resolved to the satisfaction of the originator?

1st
2008-2009 level 2nd level
Apr-08 31 4
May-08 47 3
Jun-08 42 7
Jul-08 48 5
Aug-08 50 9
Sep-08 40 7
Oct-08 30 5
Nov-08 20 3
Dec-08 34 3
Jan-09 25 0
Feb-09 24 4
Mar-09 26 13
417 63

2009-2010 1st level 2nd level
Apr-09 43 3
May-09 30 7
Jun-09 43 8
Jul-09 48 11
Aug-09 29 4
Sep-09 23 7
Oct-09 33 8
Nov-09 20 4
Dec-09 24 5
Jan-10 25 6
Feb-10 19 1
Mar-10
337 64

The number of first level complaints responded to within the 15 days from
written acknowledgement - 94% (average response time is 11 days)

The number of second level complaints responded to within the 15 days from
written acknowledgement - 39%

The number of second level complaints responded to within the 15 days from
written acknowledgement or within an extension agreed by the customer 98%
(average response time is 25 days)

Do not keep info on satisfaction but this could be gauged by the number of
complaints progressing from one stage to the next. The number of
ombudsman accepted complaints in 2008/09 was 16 and so far this year is
22. Also to date (in the financial year 2009/10) the Waterway Ombudsman
has completed 18 investigations. The Ombudsman fully upheld three of these
complaints and she found partially against British Waterways on five
occasions. Ten were not upheld.

If we haven't reasonably met your expectations in relation to a request
for information or you believe we may not have acted in accordance with
the above legislation you should write in the first instance to Caroline
Killeavy Head of Customer Relations, 64 Clarendon Road, Watford, Herts
WD17 1DA outlining your concerns and asking for a review to be
undertaken. Your correspondence will be acknowledged and a review of your
case will be undertaken. The review is usually undertaken by a director
and you should receive a response within 15 working days.

Should you remain unsatisfied by the response you receive you are able to
contact the Information Commissioner's Office, Wycliffe House, Water Lane,
Wilmslow, Cheshire SK9 5AF [1]www.ico.gov.uk/Global/contact_us.aspx.

Yours Sincerely

Chris Gray

Information Officer

References

Visible links
1. http://www.ico.gov.uk/Global/contact_us....