Causes of complaints
The causes of complaints for the period of 2022 to 2023 were as follows in this period:
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Disappointment with the quality of a service was the most significant cause of complaints again this year. Although there was a slight drop from 45 in 2021 to 2022 to 35 in 2022 to 2023. Issues with a policy or procedure was the second most complained about areas in 2022 to 2023 and higher than in the previous four years.
Problems with communication was also at its highest level since 2019 to 2020. 2022 to 2023 saw the fewest complaints about Payments or Disputed Charges since 2019 to 2019 with only 2 complaints received. Complaints about staff conduct were the same as in 2021 to 2022 and broadly in line with the yearly average figure.