Our complaints performance
The total number of complaints received during October, November and December (Q4) 2020 was 75,856. This is a decrease in complaints received in Q3 2020 (77,594).
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 2021 and beyond.
Complaints received and resolved
The table below shows how many complaints we’ve received and resolved in Q4 (1 October - 31 December 2020):
| Number of complaints received | 75,856 |
|---|---|
| Number of complaints received per 100,000 customer accounts | 1,568 |
| Number of complaints resolved* | 69,794 |
| Number of complaints resolved per 100,000 customer accounts | 1,443 |
| Percentage of complaints resolved by the end of the next working day | 53.82% |
| Percentage of complaints resolved within 8 weeks | 92.59% |
*This includes complaints resolved which were raised in previous quarters.
Help and advice
Complaints categories
Our complaints in Q4 are divided by category, shown below:
| Top 5 categories in Q4 2020 | % of complaints opened by category |
|---|---|
Billing | 24% |
Metering (Inc Prepayment) | 18% |
Payments | 15% |
Customer Service | 12% |
Change of Supplier | 6% |