Newsletter | Complaints Procedure | Connexus

Newsletter | Complaints Procedure

Your feedback allows us to identify key areas where we need to improve and know what we’re doing well. Despite us always working to deliver good quality services, there will be times where we fall short of. Learning from your feedback is important and so we’ll be carrying out a 6 monthly review, updating you on how we’re getting on.  

Here is our latest breakdown of what you’re telling us. 

 

October 2020 to March 2021

Number of feedback cases and complaints received

  Oct 20 Nov 20 Dec 20 Jan 21 Feb 21  Mar 21 Total
Feedback 41 41 45 78 55 63 323
Complaint 5 7 10 3 2 5 32
Review 0 1 2 2 1 0 6
Ombudsman 0 0 1 0 0 0 1
Total 46 49 58 83 58 68 362

 

  • Action (lack of or delay) – 32% 
  • Quality of work/service – 21% 
  • Communication – 10% 
  • Colleague conduct – 12% 
  • Policy or procedure 7% 
  • Other – 18% 

Here are just a few of the ways we have learnt from your feedback: 

  • We have implemented a new complaints policy and procedure, which was effective from Jan 2021.
  • A new appointment booking method was put in place to reduce the number of cancelled/missed appointments.

We encourage all feedback from customers and have developed the Complaints Policy along with the complaints procedure to ensure that we deal with complaints effectively and fairly. 

For more information on our complaint process, Complaints Policy or details on how to make a complaint contact our Customer Service team or visit our website.