Response Time Frame
As and when a client call is received and we have not been able to answer we aim to
revert to the client who has left a message or sent an email within the following
timeframes:-
Last Year 2019 Target Met | ||
---|---|---|
Telephone call | 24 Hours | 90% |
Emails | 36 Hours | 90% |
Letters | 7 days | 95% |
Personal callers to the office | 24 Hours | 95% |
3 rd party correspondences received on behalf of our client will be sent to the client within 7 days of receipt – 95% target met. | ||
Complaints received, we aim to acknowledge within 7 days of receipt Of the complaint and 21 day to fully responds to the complaint | 95% | |
Cases with Conclusion | 3-6 Months | 85% |
6-9 months | 10% | |
9-18 Months | 4% | |
18-24 Months | 1% |