Media release: More than half a million complaints made through Resolver during lockdown

More than half a million complaints were made using Resolver over lockdown – an increase of 11% on the previous six months.

Lockdown has been an extraordinarily volatile time for the nation – and that’s reflected in Resolver’s data, which covers the 100 most complained-about products and services, with previous periods for comparison too.

Overall, Resolver has now helped sort out over six million complaints over the last five years, making the service the biggest free complaints website in the world – while our data represents the broadest and most wide-ranging study of the issues that matter to the nation.

The data shows:

• 501,947 complaints were made using Resolver between April and September 2020.
• 260,000 of those complaints specifically mentioned not being able to call, email or contact a business during that time.
• Though complaints have increased by 11% over lockdown, the things that people are complaining about have fundamentally changed from the previous period.
• Online shopping and deliveries, holidays and travel and financial issues dominated the complaints as people prioritised urgent issues. However, indications are complaints are increasing about all sectors, across the board.

The most complained about services and sectors

Resolver’s Chief Executive, Alex Neill, says:

“Over half a million complaints were made through Resolver over lockdown and there’s little doubt that the last six months have been an exceptionally difficult time for both businesses and consumers alike.

Our complaints show that people have shown considerable patience and only sought help for the most urgent or serious concerns during this time. However, this patience is rightly wearing thin, particularly with those firms that make it unnecessarily hard to complain and fail to deliver basic customer service.”