Looking forwards
The number of stage-one complaints we received this year increased and the number we upheld/partially upheld also increased.
We did not uphold 10 of the 15 stage-two complaints, which is a positive increase from last year when 8 of the 16 stage-two complaints we received were upheld.
Whilst it’s not possible to evidence this, we continue to believe that the more robust processes we put in place to record and oversee complaints through customer services allows customers to contact us more easily.
Whilst we upheld, or partially upheld 59 stage-one complaints, we only issued 54 apologies.
We believe that if any complaint is upheld or partially upheld, we should always issue an apology. We continue to encourage teams to do this.