Complaints reporting from the fourth quarter of 2015.
The number of complaints received between October and December 2015 was 145,689. This was significantly lower than the previous 3 months at 178,334. And this was almost 90,000 less than same period the previous year when we had 237,358 complaints.
The reduction of complaints shows our intention to improve the level of service we provide for our customers, continuously resolving issues and learning from them. You can see what we’re doing about the most common reasons for customers’ complaints on this page.
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. 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 remain an important focus for us. The percentage of complaints that become this old has remained broadly the same as the previous quarter, falling slightly by 0.6%. This means that just under 9% 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 making you unhappy so we have a chance to fix it for you.
For more information on how we manage complaints and what you expect from us when you have a complaint, read our complaints handling procedure.