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HRO Consumer Satisfaction Survey

Completing our customer satisfaction survey enters you into a prize draw (held every 6 months) to win a £50 Amazon gift voucher.


 We are asking you to complete this survey because you registered a complaint with the HRO. Our aim is to resolve complaints effectively in a timely manner. We want to know about your experience, from what it was like registering your complaint to how a resolution was achieved. Your response will be kept confidential and analysed to identify key areas to improve our process.  


Completing the survey will take less than 5 minutes. Please answer every relevant question and when you have finished, click “submit” at the bottom of the page. If you have any questions, see Contact Us.   

Q1. I found it straightforward to complete the HRO Complaints Registration Form and, after submitting it I was contacted with information about the next step in a timely manner.choice
Agree
Disagree
Q2. When my complaint was acknowledged, I found the information provided about the HRO Dispute Resolution Process useful.
Q3. After submitting supporting documents, I was contacted by an HRO Case Handler within a timely manner to handle my complaint.
Q4. The HRO Case Handler had a good understanding of my complaint and I was given the opportunity to provide comments to clarify any areas of uncertainty.
Q5. Correspondence with the HRO Case Handler was regular and I was updated on progress made towards resolving my complaint throughout.
Q6. The HRO Case Handler handled my complaint in a professional manner.
Yes
No
Q7. The HRO Case Handler acted with impartiality.
Yes
No
Q8. The complaint resolution period lasted for a reasonable length of time.
Q9. A resolution was agreed through "early resolution" (meaning it didn't go to adjudication).
Yes
No
Q10. I am satisfied with the resolution agreed.
Q11. The resolution was achieved in a timely manner.
Q12. I am pleased with the way my dispute was handled by the HRO.
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