Our complaints performance
The total number of complaints received during October, November and December (Q4) 2019 was 112,482. This is a slight decrease in complaints received in Q3 2019 (112,596).
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 2020 and beyond.