Complaints reporting from the third quarter of 2016.
We received 106,637 complaints between July and September 2016. This was lower than the previous 3 months when we received 114,535. It was 71,697 less complaints than we received in same period of 2015, when we had 178,334.
We’ve reduced the number of complaints received over each of the last six quarters. This demonstrates our work to improve the level of service we offer and to continuously address root causes. You can see what we’re doing about the most common reasons for customers’ complaints below, on this page.
The percentage of complaints resolved by the end of the next working day has fallen slightly against the last quarter, and is also down against last year. We’ll always do whatever we can to resolve complaints as quickly as possible, but we also make sure that we fully fix the issue and prevent our customers having to complain about the same problem again.
Complaints that reach 56 days have fallen slightly by 0.67%. This means that around 11% of customers’ complaints reached 8 weeks.
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.