Our complaints performance

We aim to make sure that we handle all complaints fairly and efficiently and we will always handle your complaint confidentially.  We are committed to continually improve to service we provide and to learn from any feedback we receive. 

Complaints received and resolved

This is the number of complaints we’ve received and resolved in Q4 (1 October – 31 December 2020):

Number of complaints received 

73

Number of complaints per 100,000 customer accounts

0.00073

Number of complaints resolved*

41

Number of complaints resolved per 10,000 customer accounts

0.00041

% complaints resolved by end of next working day

8%

% complaints resolved within 8 weeks

56%

*Including complaints resolved which were raised in previous quarters.

Our historical complaints statistics

Date

Number of complaints received per 100,000 customers

Number of complaints resolved

Number of complaints resolved per 100,000 customers

% resolved at day +1

% resolved at 8 weeks

Q3 2020

0.00078

28

0.00028

15%

34%

Q2 2020

0.00075

51

0.00051

19%

45%

Q1 2020

0.00082

76

0.00076

7%

46%

Q4 2019

0.00045

44

0.00044

9%

62%

Q3 2019

0.00076

75

0.00075

14%

67%

Q2 2019

0.00047

47

0.00047

11%

55%