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.