At a glance complaints data Q4, Oct-Dec 2016
Utility Warehouse
Figures shown are number
of complaints per 100,000
customer accounts
* These are actual
complaint figures
7.78
72*
8.53
Complaints
accepted
Total complaints
accepted
Complaints
resolved
79*
Total complaints
resolved
Complaints accepted
(Top complaint types)
Complaints resolved
(Top complaint types)
Average award
(Top complaint types)
Top three billing complaints
Billing
Billing
Billing
5.29
6.05
£94
1 Disputed gas or
electricity usage
Customer service
Transfer
Transfer
0.43
0.54
£20
Standard meters
Customer service
Customer service
0.54
0.65
£10
Other**
Other**
1.51
1.30
Non-financial
1.84
Both
4.64
3 Balance query
**We revised complaint types in August 2016 to provide more detailed
analysis; this has resulted in more categories so the "other" total is
larger than in previous quarters.
56%
Financial
0.00
2 Disputed ‘other’
charges
No action
1.84
of awards with
a financial
element