In June last year we introduced a new complaints process based on the feedback you gave. The most important things you said were that:
- The process took too long,
- That you didn’t know what was happening during the different stages of a complaint, and
- That complaints were often closed without the issue being solved.
In the first six months of the new service we have improved in each of these areas. Complaints are now being closed more quickly, surveys show you are happier with our customer care and how we keep you updated about your complaint, and fewer complaints are being closed without the issue being solved.
We know there’s still work to do, so we’re now focusing on more improvements like reducing the time it takes us to resolve complaints. We’re also making it a priority to reduce the number of repeat complaints we get, and to make sure we get things right the first time, every time.
We want to get services right and reduce the number of complaints we receive, however if you feel that our service is not up to scratch and you make a complaint, we will take it seriously and will investigate it thoroughly.