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.