Learning from complaints
We know we don’t always get things right. When a customer raises a complaint, we listen carefully and try to resolve the issue as quickly as possible. Just as importantly, we look at what we can learn from the experience so we can improve our services and reduce the risk of the same thing happening again.
We’re pleased to share that the number of complaints we receive has reduced, and more than 98% of complaints were responded to within our target timescales. When customers take the time to raise a complaint, we know that receiving a prompt response and resolution is important. Our aim is to achieve 100% of complaints resolved in target time frame and we will keep working to improve our response times.
Every complaint is the result of a frustrating experience, which is why our dedicated complaints team is here to listen, understand and find a resolution as quickly as possible.
Customer feedback helps us to understand what matters to customers and where we can improve. This year we will continue to learn from complaints and use this to improve our services.
Livv publish a more detailed complaints report so you can see what it is you and your fellow customers have been unhappy with his year. Highlighting trends in a complaints report makes it clearer to Livv where improvements should be prioritised across other areas of the business. So really, complaints aren’t all bad – they help Livv be better!
