Improving our complaint handling

To ensure our complaint handling processes are fair, efficient and up-to-date with the ever-changing industry, we have a Quality Team that undertakes in-depth, assessments of our work. 

The team look at whether we’ve followed our complaint-handling and investigations procedures and policies and help us to focus on continuous improvement. They also review complaints about our services.

Here are the steps we take to focus on quality.

Step 1: Investigations team

The quality assurance process begins well before complaints are finalised. During an investigation, progress of the complaint may be:

  • peer reviewed: Investigations Officers review complaints with their trained and experienced peers
  • reviewed by an Investigations Manager
  • presented for consideration by the Ombudsman.

Step 2: Quality Team

The Quality Team is responsible for analysing the quality of complaint management once a complaint has been closed. They undertake:

Data Audits
Every month, the Quality Team undertake a thorough integrity check of the data captured during our complaints management.

Complaint Management Reviews
Monthly reviews of a sample of randomly selected complaints make sure we adhere to our complaints management policies and procedures.

Internal Reviews and complaints about EWON
Complaints about EWON are dealt with by the relevant manager with support from the Quality Manager. We take action to address any deficiencies or areas for improvement. This can include a change in a system, development of a new process or extra guidance to staff.

Step 3: Customer satisfaction surveys of referred and investigated complaints

In 2019/2020 we began conducting customer satisfaction surveys. Each quarter, we target a particular groups of customers and use the results to monitor our performance and inform our continuous improvement.

We consistently receive excellent feedback about our services. In our most recent survey (April-Jun 2020) 84% of our customers were satisfied with our service and 85% rated the knowledge of our staff as excellent or good.

Read more about how we investigate complaints.

In 2020/2021 we completed 4,566 data integrity audits, 522 case management reviews and 27 internal reviews. Read more in our 2020/2021 Annual Report.