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The stages a Consumer will go through when making a complaint through The Consumer Council.

Statistics:

98.3% of contacts were acknowledged in 3 working days

98.9% agree they were kept up to date by us

99.4% of consumers said they were satisfied

Minutes of two hundred and ninety fourth meeting of The Consumer Council for Northern Ireland

Minutes of two hundred and ninety third meeting of The Consumer Council for Northern Ireland

The Consumer Council's Third Annual Consumer Parliament. 

The Consumer Council of Northern Ireland welcomes the invitation to respond to the FCA’s Call for input and welcomes the plan to evaluate the Retail Distribution Review (RDR) and Financial Advice Market Review (FAMR). Due to the technical nature of the questions posed within the Call for Input, The Consumer Council believe it is best placed to provide an overview of the issues in relation to RDR and FAMR that it would like the FCA to consider moving forward. 
 

Customer Journey Mapping Results 2018/19

Customer Experience Wheel 2018/19

We have 4 questions in our Customer Satisfaction Survey that asks the consumer to rate on a scale from ‘Strongly Agree’ to ‘Strongly Disagree’, how our assistance affected them in the following ways:

• Made them feel relieved of stress and anxiety;
• Made them feel supported;
• Made them feel listened to; and
• Made them more empowered as a consumer.

The results for 2018-19 are in the attached document. 

Service Standards Analysis 2018/19