The following definitions have been used in the assembling of this data.
A degree of overlap may be due to some complaints are opened in one reporting period and closed in another.
Number of Complaints Opened - This includes all complaints received during the reporting period of 1 April 2020 to 31 December 2020.
Number of Complaints Closed - A complaint is deemed closed once RateSetter has issued its final decision or the customer has indicated that they accept our response.
Complaints Closed within Eight Weeks - This includes complaints which were closed within eight weeks of the date of receipt.
Complaints Upheld by Firm - This includes complaints where RateSetter agreed with the customer that their complaint was justified, either in whole or in part. We may have offered redress, where appropriate.