Our complaints performance
The total number of complaints received during July, August and September (Q3) 2019 was 112,596. This is a slight increase in complaints received in Q2 2019 (110,600), though a small decrease to complaints received in Q3 2018 (112,792).
Through our complaints improvement programme, we’ve continued to look at the causes of customer dissatisfaction. We’ve then addressed these causes by making improvements to our systems and processes. We will continue making positive changes throughout 2019 and beyond.
Complaints received and resolved
The table below shows how many complaints we’ve received and resolved in Q3 (1 July - 30 September 2019):
| Number of complaints received | 112, 596 |
|---|---|
| Number of complaints received per 100,000 customer accounts | 2,287 |
| Number of complaints resolved* | 107,713 |
| Number of complaints resolved per 100,000 customer accounts | 2188 |
| Percentage of complaints resolved by the end of the next working day | 52% |
| Percentage of complaints resolved within 8 weeks | 95% |
*This includes complaints resolved which were raised in previous quarters.
Help and advice
Complaints categories
Our complaints in Q3 are divided by category, shown below:
| Top 5 categories in Q3 2019 | % of complaints opened by category |
|---|---|
Billing | 25% |
Metering (Inc Prepayment) | 18% |
Payments | 18% |
Customer Service | 11% |
Change of Supplier | 8% |