Complaints service sees surge in cases, with PPI topping the list

Resolver - a free complaints service, which derives its revenue from working with organisations which promote Resolver to their customers - said it was contacted by 1.3 million people in the last financial year.

Overall, its 1.8 million users have now made 2.2 million complaints in the just-over-three years the service has existed.

“Because people can complain to Resolver about any product or service, the results are a unique insight into how businesses in Britain are treating their customers,” a Resolver spokesperson said.

“Though long-standing problems with PPI, flight delays and packaged bank accounts continue to top the ‘most complained about’ list, Resolver has seen massive increases in complaints about a diverse range of services, including mobile and broadband, restaurants and takeaways, utilities and package deliveries.”

In the calendar year 2017, Resolver said it saw complaints increase by an unprecedented 132%, from 568,685 to 1,317,596.

Looking at the raw stats, it said PPI complaints continued to dominate with 729,378 people registering a complaint, while flight delays accounted for 120,000 new complaints - a moderate increase, which Resolver said was a direct result of claims managers aggressively targeting people in this area.

“Profiteering from claims managers resulted in almost three-quarters of a billion taken in people's compensation last year despite the fact claims managers add no value to a complaint,” Resolver said of its cash-garnishing competitors.

It also said increasing numbers of people were asking for help with shops and retailers, at 120,000 cases.

Complaints about online shopping were up 90% to 60,986, while the high-street prompted 60,213 complaints - an increase of 87%.

And, as still more Brits shopped for goods online, 11,382 people made a complaint about a package delivery, up 181%.

Holidays also continued to result in a huge increase in cases, with complaints about tour operators up 69% to 4,964, and travel agents up 105% to 10,373.

Dining and restaurant complaints were up 87% to 27,829, while complaints about takeaways – driven largely by the now-ubiquitous app-based home delivery services – were up 88% to 20,288.

Not all increasing complaint numbers reflect problems, however, with both HM Courts and Tribunal Service and the Gambling Commission working with Resolver in a bid to make it easier for people to make complaints.

That work reportedly resulted in increasing numbers, but significantly increased satisfaction with the sectors.

“For too many years, complaints have been viewed by businesses negatively – as a sign of failure or something to be avoided or ignored,” said Resolver founder James Walker.

“Bad customer service has resulted in people losing faith with brands and businesses across all sectors.

“But it’s not all bad news,” Walker quipped,

Walker said Resolver’s 1.8 million users were saying that businesses which listened to their complaints and responded quickly and effectively were winning back trust.

“And in the years to come, the most successful businesses will be the ones that prize their customer’s loyalty.

“And those that don’t will increasingly be left behind.”