Monthly Progress Report
This monthly complaints process data section contains a progress report table setting out our progress with the complaints received by the GRG complaints process, as well as information on the outcomes and offers that have been made.
The process is complex and time consuming and while the pace has improved we continue to view the quality of the investigation and decision as our most important priority.
While volumes will fluctuate depending on the complexity of the cases, we are now progressing about 25 cases through each stage each week.
We are sorry that we cannot move faster than this but we believe we have the optimal resources to achieve the right balance between pace and consistency of outcomes.
We will add information on the outcomes of CL claims into our regular reporting as the process progresses.