Resolving complaints

Systemic issues

Acting on non compliance

Effective outcomes

Understanding the causes of complaints

Improving the way we resolve complaints

Understanding the causes of complaints

A high number of complaints we receive are simple issues related to customer service and complaint handling. After monitoring our complaint statistics over two years, we found that while overall complaint numbers were stable, the proportion of those complaints that were about customer service and complaint handling kept rising.

To better understand what drove these complaints, we surveyed more than 500 consumers who contacted us between July and August 2010 with a complaint about customer service and complaint handling.

This survey found:

Case studies

Max’s complaint
Ellie’s complaint