Customer Feedback Period: April 2007 – March 2008

Number of complaints received = 45,788

86% of complaints were responded to within 10 working days

Number of compliments received = 11,695

As a result of customer feedback, we have changed some of the ways in which we work. For example:

• We have reviewed the guidance given to our Social Fund teams to include information that if a customer enquires about a Funeral Payment, our staff will signpost the customer to claiming for Bereavement Benefits.
• We have reviewed our guidance given to staff undertaking fraud investigations.