Complaints reporting from the third quarter of 2015.
We recorded 178,334 complaints in quarter 3 of 2015. This stands as a significant fall against the previous quarter as we recorded over 50,000 fewer complaints than the period of April to June, over 65,000 fewer complaints versus the same period in 2014.
This reduction shows that much of the positive work we have done in continually trying to improve our level of service has had a direct impact on the number of complaints that we have received. This is further emphasised by the drop in ‘Complaints opened per 100,000 customers’ as we have reduced this number by around 700 against the last quarter, and 900 against the same period last year. Encouraged by this positive result, we are committed to continuing to reduce complaints and improve customer experience with E.ON.
It is important to us that, when things go wrong, we effectively and efficiently resolve the issues and learn lessons to address what’s causing dissatisfaction. In this way, we reduce the reasons for our customers to complain and we see a reduction in the number of complaints we receive. You can see what we’re doing about the most common reasons for customer complaints on this page. We have been working hard to fix the things that go wrong and cause customer dissatisfaction.
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. Whilst we endeavour to resolve complaints a quickly as
possible, we are dedicated to fully resolving issues, even where this takes
slightly longer.
Complaints reaching 56 days is an area we have stated that we are
committed to improving and that focus remains. The percentage of complaints
that reach this milestone remained broadly consistent with the previous
quarter, falling by 0.3%. This means that just above 8% of customer complaints
reached 8 weeks.