Resolver hits one million complaints and reveals what’s driving them

1 min read
May 25, 2017

25/05/17 The big million

Resolver, the UK’s biggest free complaints resolution service announce today that one million complaints have been made using its service. Resolver was created in 2014 as a quick and easy way to resolve problems about anything, including products and services as varied as parking fees, pet insurance and pensions. 1.2 million people are expected to use the service in 2017.

James Walker, founder of Resolver says

“A few years ago, I had a real nightmare trying to get a simple problem with a faulty boiler resolved. For me it was the final straw – there had to be a better way to sort out complaints.
I spoke to lots of people about their experiences and realised that many of us find complaining intimidating or frustrating – and there had to be a simpler way to get justice. So I created Resolver as a quick, simple and free method to make complaints.
I believe there should be a level playing field so that everyone – no matter what their background, skills or personality are – should stand the best chance of getting their problem sorted out”

So far, Resolver users have recouped around £400 million

The big stats and information

Resolver is completely free to use and allows people to raise issues about almost any product or service. As well as the one millionth complaint, Resolver is on course to reach one million individual registered users too, and the website, which offers guidance on consumer rights and tips on avoiding problems, has been viewed 33 million times. So far, Resolver users have recouped around £400 million as part of their complaints.

  The top ten most complained about products and services are:
Product or Service Total
PPI 224,790
Flights 198,635
Packaged bank accounts 148,679
In-store shopping 74,122
Online shopping 62,844
Dining 33,081
Mobile phones 27,814
Takeaways 21,464
Broadband 17,744
Credit rating 15,687

It’s no surprise that PPI and packaged bank accounts make the top three most complained about products. the 225,000 PPI cases have been made in less than six months after Resolver launched a campaign to highlight the extortionate cost of claims managers and the lack of service they provide.

But other areas of complaint reveal the things that really drive us Brits mad, from flight delays to shopping disasters and from dodgy meals to rubbish broadband and utility services.

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