Complainants Satisfaction Survey 2026
Executive summary: Complainants satisfaction survey 2026
A key measure of our success is the provision of a high-quality complaints service. This survey asks people who have received a decision on a formal complaint submitted or referred to the BSA between 1 April 2025 and 31 March 2026 how satisfied they are with the BSA’s services. We use the feedback in this biennial survey to help us improve how we work.
Our 2025/26 survey of complainants identified that:
84% were satisfied with the BSA’s staff professionalism
84% were satisfied with the BSA’s written correspondence.
Based on the survey findings, we will renew our focus on areas such as ensuring correspondence and web content is clear and simple to understand; promoting online BSA resources that enhance understanding of our services; and generally working to make the complaints process accessible to diverse audiences.