The Customer Solutions Team are responsible for the day to day resolution of complaints, keeping in line with our Clarion complaints procedure.
Our customer solutions strategy is to:
- Improve performance
- Prevent complaints
- Adopt a single way of working
Key strategic initiatives we have introduced in the last couple of years include:
- Complaints centralisation - All complaints are tracked and coordinated by one team
- Daily updates - Providing key stakeholders with daily updates on open complaints volumes, who in their teams are providing updates and timescales when they will do this.
- Internal standards - We launched internal service standards from December 2017 to ensure our business areas respond to complaints in the timescales permitted. We have seen an improvement in resolution times since launch which will support our aim to resolve complaints as quickly as possible and always within an average of 10 working days.
Complaints received by category
| Open complaints
| Percentage of complaints open for more than 3 months
|| April 2017
|| March 2018
| Complaints resolved
| Percentage increase
|| 60% increase
Average resolution time
| April 2017 - September 2017
|| October 2017 - March 2018
| 17 days
|| 11 days