Complaints reporting from the fourth quarter of 2014.
We recorded 237,358 complaints for residential customers over the last quarter, and for the second successive quarter we have seen the number of complaints fall. This is obviously great news, and something we want to continue to progress during 2015.
However, we are committed to continue improving the way that we deal with complaints. We have reviewed OFGEM recent research findings into complaints (published on 26 September 2014) and will continue to reflect on its insights and make changes where appropriate. Read our letter to OFGEM for more information and what our customers think of it.
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 again increased slightly. However, it’s vitally important to us, and our customers, that a complaint is resolved to a customer’s satisfaction; the result of this is that some complaints will take slightly longer to resolve.
Complaints reaching 56 days is an area we have stated that we are committed to improving, and we warmly welcome the improvements identified here. Over the last quarter, only just over 1 in 20 complaints reached 56 days. However, we will continue to focus on improving this further.
We have invested in a new complaints managements system and in July 2014, we rolled this out across our business. We continue to embed this with ongoing training and support. We believe that the improvement in these complaint handling figures is, in part, thanks to this new system, and we hope that these improvements continue as we move into 2015.
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 the Citizens Advice Bureau Website (opens in a new window) or call their helpline on 03454 04 05 06.