Complaints results, 2019 to 2020

• New Stage 1 complaints: 3,779
• Stage 2 complaints: 476
• Stage 3: 266
• 12.6% of complaints escalated from Stage 1 to Stage 2
• 7% of complaints escalated from Stage 2 to Stage 3

In July 2018 we began a pilot to change the way we manage complaints. The pilot has a two-stage process, with a complaint review panel to ensure our final response is appropriate. The process also placed more emphasis on delivering a response within 28 days and auto-escalation is built into this. This meant that if we cannot deliver a response within 28 days at Stage 1, we will automatically escalate to Stage 2. As a result, complaints are escalating earlier than in previous years and in greater numbers. Auto-escalation of complaints ended in February 2020.

Outcome analysis report

Please see our annual 2019 to  2020 customer complaints report below, broken down by business.