customer service and operations

Independent Complaints Reviewer

The Independent Complaints Reviewer, Mrs Jodi Berg, conducts impartial investigations of complaints from customers who are dissatisfied with the service they have received and who have not been satisfied by our internal complaints procedure.

During the year to 31 March 2005, the Independent Complaints reviewer

• received 40 complaints (up from 36)
• conducted 20 reviews, which incorporated 106 separate allegations of maladministration (up from 85)
• upheld seven, partially upheld nine and did not uphold 90.

You can obtain the Independent Complaint Reviewer’s annual report from her office:

New Premiere House
150 Southampton Row
London WC1B 5AL

Telephone 020 7278 6251

ICREST is our Evaluation and Study Team, specifically set up to consider recommendations made by the Independent Complaints Reviewer. It met four times during the year.