Our complaints performance
We aim to make sure that we handle all complaints fairly and efficiently and we will always handle your complaint confidentially. We are committed to continually improve to service we provide and to learn from any feedback we receive.
Complaints received and resolved
This is the number of complaints we’ve received and resolved in Q1 (1st Jan – 31st Mar 2026):
| Number of complaints received | 56 |
| Number of complaints per 100,000 customer accounts | 0.0006 |
| Number of complaints resolved* | 65 |
| Number of complaints resolved per 10,000 customer accounts | 0.0065 |
| % complaints resolved by end of next working day | 16% |
| % complaints resolved within 8 weeks | 89% |
* Including complaints resolved which were raised in previous quarters.
OUR HISTORICAL COMPLAINTS STATISTICS
| Date | Number of complaints received per 100,000 customers | Number of complaints resolved | Number of complaints resolved per 10,000 customers | % resolved at day +1 | % resolved at 8 weeks |
|---|---|---|---|---|---|
| Q4 2025 | 0.0003 | 34 | 32 | 6% | 50% |
| Q3 2025 | 0.0003 | 29 | 31 | 17% | 66% |
| Q2 2025 | 0.0004 | 36 | 35 | 17% | 81% |
| Q1 2025 | 0.0005 | 52 | 0.0052 | 27% | 90% |
| Q4 2024 | 0.0002 | 26 | 0.0026 | 21% | 88% |
| Q3 2024 | 0.0004 | 37 | 0.0037 | 19% | 84% |
| Q2 2024 | 0.0004 | 45 | 0.0045 | 32% | 95% |
| Q1 2024 | 0.0003 | 23 | 0.0023 | 7% | 56% |
| Q4 2023 | 0.0003 | 32 | 0.0032 | 26% | 74% |
| Q3 2023 | 0.0003 | 28 | 0.0028 | 11% | 82% |
| Q2 2023 | 0.0003 | 28 | 0.0028 | 12% | 72% |
| Q1 2023 | 0.0003 | 32 | 0.0032 | 17% | 87% |
| Q4 2022 | 0.0004 | 39 | 0.0039 | 15% | 78% |
| Q3 2022 | 0.0005 | 59 | 0.0059 | 12% | 87% |
| Q2 2022 | 0.0004 | 58 | 0.0058 | 14% | 75% |
| Q1 2022 | 0.0013 | 87 | 0.0087 | 16% | 73% |
| Q4 2021 | 0.00066 | 61 | 0.00061 | 6% | 67% |
| Q3 2021 | 0.00061 | 46 | 0.00046 | 8% | 72% |
| Q2 2021 | 0.00060 | 35 | 0.00035 | 7% | 72% |
| Q1 2021 | 0.00065 | 44 | 0.00044 | 8% | 57% |
| Q4 2020 | 0.00073 | 38 | 0.00038 | 7% | 49% |
| Q3 2020 | 0.00078 | 28 | 0.00028 | 15% | 34% |
| Q2 2020 | 0.00075 | 51 | 0.00051 | 19% | 45% |
| Q1 2020 | 0.00082 | 76 | 0.00076 | 7% | 46% |
| Q4 2019 | 0.00045 | 44 | 0.00044 | 9% | 62% |
| Q3 2019 | 0.00076 | 75 | 0.00075 | 14% | 67% |
| Q2 20195 | 0.00047 | 47 | 0.00047 | 11% | 55% |