The following definitions have been used in the assembling of this data:
Number of complaints opened - This includes all complaints received during the reporting period of 1 April 2018 to 30th September 2018.
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.