Our 13.6 million customers rely on us round the clock, so it's vital that we provide them with great customer service.
We are working hard to improve this and reduce complaints, and made good progress in 2008/09 - but we recognise we still need to do better.
We have increased our compensation payments for cases where we fail to meet our guaranteed standards, as well as offering new methods of charging and an increasing number of online services. We have also formed a team whose focus is on identifying areas for improvement.