Complaints Report
Complaints & Compliments
Every six months we review our Complaints and Compliments Report to assess performance and identify improvements. This reflects our commitment to transparency and raising service standards.
- From 1st April to 30th September 2025, we received 66 frontline and 11 investigation complaints. We responded to them all within the timescale set, showing better performance than previous years and exceeding regulator expectations.
- Average resolution times have improved compared to the past three years.
- We’ve received 40 compliments so far, highlighting the positive impact of our staff and services.
Looking ahead, our priority is to form a complaints handler working group and enhance use of the centralised communication channel to share learning and drive continuous improvement.
You can view Blackwood’s Complaint and Compliments performance Complaints and Compliments Report