Our complaints performance
The total number of complaints received during July, August and September (Q3) 2020 was 77,594. This is an increase in complaints received in Q2 2020 (63,655).
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.