Resolving customer complaints quickly and effectively is fundamental to providing good customer service. We ask our colleagues to welcome any complaints, take ownership of them and provide the fix for the customer as quickly as possible. Where the issue is more complex, one of our complaint handling experts steps in, to track and resolve the complaint. A key priority for the business is to reduce any complaints we receive by addressing the underlying causes to prevent other customers having the same issue.
In 2020, we received 303,129 reportable complaints compared to 759,728 in 2019. The decrease in the year was mainly due to fewer customers referring PPI complaints.