Complaints reporting from 2013 second quarter.
We recorded 244,365 complaints for residential customers this quarter. We have over 7.5 million gas and electricity accounts which means there were 3,320 complaints for every 100,000, or 3.32% of customers complained.
There has been an increase in the number of complaints we recorded this is because we’re helping our employees get better at spotting and resolving complaints
The number of complaints sorted out by the end of the next working day remains steady at 92.6% (92.7% the previous quarter). We’re pleased we are still able to resolve a high number of complaints quickly.
98.8% of all residential customers’ complaints are sorted out within eight weeks. This has been increasing quarter by quarter and is 2.3% better than a year ago. This shows we’re fixing more things within this time frame.
Where we reach a point that we have done everything we can to fix a complaint, but we can’t agree an outcome with our customers we send a letter giving them the right to have their complaint looked at by the Ombudsman. (This is often known as a ‘deadlock’)
This quarter we sent 498 of these letters to customers, which is 0.2% of the complaints we got.
The biggest problem for residential customers this quarter was customer service.
We have a clear process for handling complaints. The first step is to contact us and let us know you’re unhappy. It’s important that we hear directly from you about what’s making you unhappy so we have a chance to fix it.
If you have already spoken to us but would like to get additional impartial, clear and practical advice you can, at any point, visit www.adviceguide.org.uk or call Citizens Advice helpline on 03454 04 05 06.