Annual complaint report 2016

Annual complaint resolution 2016 1

This year we are pleased to report an overall improvement in our resolution of complaints, with our performance better than last year at each measured timescale in the complaint journey. We have been working hard throughout 2016 to invest additional resources into our complaint handling process to deliver quick and full resolution of customers’ issues. We have new teams of complaint handlers looking after all customer complaints within the first 14 days, to maximise ownership and resolution of account issues. Year on year, we have seen over 15% increase in the number of complaints resolved within 2 weeks. As our internal complaint turnaround times have improved, we have seen a resulting reduction in the number of customers having to refer their complaint to the independent Ombudsman. During the first 9 months of 2016, we have seen a 53% reduction in our weekly case volume received from the Ombudsman.

Our year on year improvement is shown in the chart below.

Click on the Graph to view a larger size.


* this figure is as at the end of June 2016 because the performance figure at the end of September 2016 for this metric will not be due until early December 2016, when all complaints received in the period July to September 2016 will be at least 56 days old

During the period 1st October 2015 to 30th September 2016 we were unable to fully resolve 187,725 complaints from domestic customers by the end of the next working day. The vast majority of complaints are resolved within the first 2 – 3 weeks, and by 8 weeks we see the number resolved has risen to 97%. Throughout the remainder of 2016 and into 2017, we will continue to focus on our complaint performance to further improve our turnaround times and, more importantly, to proactively identify customer issues and give customers the confidence that we will resolve their issues prior to any complaint being raised.

11Our complaints handling process has been designed to meet all the requirements of the 2008 Complaint Handling Standards introduced by our Regulator Ofgem (The Office for Gas & Electricity Markets). These Complaint Handling Regulations can be found on the following government website:

Further information on how we handle complaints is provided in our Complaints Handling Procedure. If you'd like a hard copy of this, please contact us or write to us at: ScottishPower Customer Services, 320 St Vincent St, Glasgow, G2 5AD