Complaints reporting from the first quarter of 2015.
We recorded 262,826 complaints in quarter 1 of 2015. Although this was higher than the previous quarter, this is expected at this time of year. Seasonality plays a big part in complaint volumes. With higher bills going out during the coldest months we often receive more instances of dissatisfaction. However, if we look at Q1 of 2015 against the same period in 2014, we recorded nearly 10,000 fewer complaints.
It is important to us that, when things go wrong, we effectively and efficiently resolve the issues and learn lessons to address what’s causing dissatisfaction. In this way, we reduce the reasons for our customers to complain and we see a reduction in the number of complaints we receive. You can see what we’re doing about the most common reasons for customer complaints on this page. We have been working hard to fix the things that go wrong and cause customer dissatisfaction.
The percentage of complaints resolved by the end of the next working day has fallen very slightly, but it’s vitally important to us, and our customers, that a complaint is resolved to our customer’s satisfaction; the result of this is that some complaints will take slightly longer to resolve.
Complaints reaching 56 days is an area we have stated that we are committed to improving, and the percentage of complaints that reach this milestone remained consistent with the previous quarter, falling by 0.4%, meaning that less than 6% of customer complaints reached 8 weeks.
We believe that this improvement is, in part, thanks to our investment in a new complaints managements system to support a more effective and efficient handling of complaints. Following roll-out last July, we continue to embed it with ongoing training and support.