The number of complaints has increased by 4,233 from 156,736 in quarter 3 of 2017 to 160,969 in quarter 4. This is 43,697 complaints higher than in the same quarter of 2016 when we received 117,272 complaints.
Long call waits were still causing higher volumes of complaints in quarter 4. We continued to work on service stabilisation and this resulted in wait times improving across the quarter to within 2 minutes in December. We expect to see this will feed through to a reduced number of complaints on this topic in Q1 2018.
The percentage of complaints resolved by the end of the next working day has slightly decreased since last quarter from 70.88% to 69.17%. There has however been a slight increase in the percentage of complaints we resolve within 8 weeks against the last quarter from 93.43% to 93.74%. We’re committed to do whatever we can to resolve complaints as quickly as possible. We aim to make sure that we fully fix the issue once and for all, to prevent our customers having to complain about the same problem again.
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 gone wrong so we have a chance to fix it for you.
For more information on how we manage complaints and what you can expect from us when you have a complaint, read our complaints handling procedure.