Q2 2018

The number of complaints has decreased by 14,214 from 163,750 in quarter 1 of 2018 to 149,536 in quarter 2 of 2018. This is 13,753 complaints higher than in the same quarter of 2017 when we received 135,783 complaints.

The percentage of complaints resolved by the end of the next working day has slightly improved since last quarter from 68.88% to 69.19%. The percentage of complaints we resolve within 8 weeks has decreased slightly from 93.74% to 93.48% this quarter. 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.