Addressing complaints

Dealing with customer complaints ensures fair customer outcomes and makes sure we meet our regulatory requirements as set out by the FCA. Where the issue is more complex, one of our complaint handling experts will become involved. A key priority for the business is to reduce complaints by addressing the underlying causes. In 2022, we received 198,663 reportable complaints compared to 239,108 in 2021. We run a centralised training and competence programme regularly for customer-facing employees which helps us effectively manage any negative customer experiences.

See full details on our complaints data and context.