Complaints reporting from the third quarter of 2013.
We recorded 214,614 complaints for residential customers this quarter. We have over 7.5 million gas and electricity accounts which means there were 2,936 (2.94%) complaints for every 100,000 customers complained.
We have been working to fix the things that go wrong and which cause complaints.
We managed to sort out 88.7% of complaints by the end of the next working day. This is a reduction from previous quarters and we constantly monitor and manage how effectively and efficiently our teams are handling and resolving complaints. We are simplifying the way we handle complaints to further improve our service; we monitor and manage complaints performance even closer and continue to address any behavioural issues that could affect the customer experience.
96.6% of all residential customers’ complaints are sorted out within eight weeks. This is broadly in line with our previous performance.
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 quarter we sent 1,067 of these letters to customers, which is 0.5% of the complaints we got.
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 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.