Complaints reporting from the first quarter of 2016.
The number of complaints received between January and March 2016 was 139,526. This was lower than the previous 3 months at 145,689. It was also 123,300 complaints less than same period in 2015 when we had 262,826.
We’ve reduced the number of complaints received over each of the last four quarters. This shows our intention to improve the level of service and our appetite to continuously resolve issues. You can see what we’re doing about the most common reasons for customers’ complaints below, on this page.
The percentage of complaints resolved by the end of the next working day has fallen very slightly against last quarter, and is also down against last year. We’ll always do whatever we can to resolve complaints as quickly as possible, but we also make sure that we fully fix the issue and prevent our customers having to complain about the same problem again.
Complaints that reach 56 days, has fallen slightly by 0.36%. This means that just under 10% of customers’ complaints reached 8 weeks.
We have a clear process for handling complaints. The first step is to contact us and let us know you’re dissatisfied. It’s important that you let us know about what’s making you unhappy so we have a chance to fix it for you.
For more information on how we manage complaints and what you expect from us when you have a complaint, read our complaints handling procedure.