How we're handling our customer complaints
Process
Communicate
Our commitment
Quarterly report - Q3 2020
-
Number of complaints opened90,456
-
Number of complaints opened per 100,000 customers1587
-
Percentage of complaints resolved in less than a day58%
-
Number of complaints resolved77,004
-
Number of complaints resolved per 100,000 customers1351
-
Percentage of complaints resolved within eight weeks91%
Customer service is at the heart of what we do
Previous reports
Our annual reports
Quarterly report - Q2 2020
Quarterly report - Q2 2020
-
Number of complaints opened180,108
-
Number of complaints opened per 100,000 customers3,079
-
Percentage of complaints resolved in less than a day76.01%
-
Number of complaints resolved162,200
-
Number of complaints resolved per 100,000 customers2,773
-
Percentage of complaints resolved within eight weeks94.96%
Quarterly report - Q1 2020
Quarterly report - Q1 2020
-
Number of complaints opened86,783
-
Number of complaints opened per 100,000 customers1,501
-
Percentage of complaints resolved in less than a day57.23%
-
Number of complaints resolved74,902
-
Number of complaints resolved per 100,000 customers1,295
-
Percentage of complaints resolved within eight weeks90.5
Quarterly report - Q4 2019
Quarterly report - Q4 2019
-
Number of complaints opened97,907
-
Number of complaints opened per 100,000 customers1,711
-
Percentage of complaints resolved in less than a day59%
-
Number of complaints resolved87,166
-
Number of complaints resolved per 100,000 customers1,531
-
Percentage of complaints resolved within eight weeks89%
Quarterly report - Q3 2019
Quarterly report - Q3 2019
-
Number of complaints opened153,075
-
Number of complaints opened per 100,000 customers2,711
-
Percentage of complaints resolved in less than a day69.06%
-
Number of complaints resolved136,684
-
Number of complaints resolved per 100,000 customers2,420
-
Percentage of complaints resolved within eight weeks92.10%
Quarterly report - Q2 2019
Q2 2019
-
Number of complainst opened157,734
-
Number of complaints opened per 100,000 customers2,778
-
Percentage of complaints resoloved in less than a day72.21%
-
Number of complaints resolved140,667
-
Number of complaints resolved per 100,000 customers2,478
-
Percentage of complaints resolved within eight weeks93.68%