TSM: Complaints responded to within complaint handling timescales
Importance: MediumView other "Caring for our Customers, Assets and Neighbourhoods" indicators
31st Dec 2023
Year to date, a total of 615 complaints, measured by this TSM, have been raised across the Group. A total of 372 of these have been responded to in target. We continue to note an increase in complaints accepted through the formal complaint process. This is in part due to changes with the recording of formal complaints following the clarification by the Regulator/Ombudsman under the recent joint code proposals, but also in part customers escalating dissatisfaction often requesting financial redress. The increase in cases being logged as formal complaints caused a backlog impacting on our response times. The changes we have made reported in previous periods are starting to have a positive impact on the backlog and some actions are still to be delivered.
Year to date, a total of 615 complaints, measured by this TSM, have been raised across the Group. A total of 372 of these have been responded to in target. We continue to note an increase in complaints accepted through the formal complaint process. This is in part due to changes with the recording of formal complaints following the clarification by the Regulator/Ombudsman under the recent joint code proposals, but also in part customers escalating dissatisfaction often requesting financial redress. The increase in cases being logged as formal complaints caused a backlog impacting on our response times. The changes we have made reported in previous periods are starting to have a positive impact on the backlog and some actions are still to be delivered.
< 30th Sep 2023 30th Mar 2024 >