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Building the business case for a cloud-based complaint management software system

Making the business case for a complaint management solution Many organisations that need to manage complaints still use manual, labour intensive methods that combine paper forms, copy typing, spreadsheets and databases to provide the ability to perform a range of essential tasks. Typically, some of the main activities include recording, tracking, managing and prioritising, as…

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UK Complaint Handling Awards 2017: Another recognition milestone on the value of effective complaint management

First ever UK event of its kind highlights importance and acceptance The UK Complaint Handling Awards 2017 is the first ever event of its kind in the UK to focus solely on how businesses manage consumer complaints. The awards are set to become one of the most important events in the calendar for complaint management…

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Public sector complaints management and the age of austerity

Public sector watchdogs on heightened alert! Last week saw public sector complaints and standards of service thrust into the spotlight in two key pieces of press. The first one addressed the question of service standards in government departments and the NHS in England and other public bodies, while the second saw an increasing level of…

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Tougher technology rules for US mortgage providers puts complaints management in the spotlight

CFPB signals “cannot hide” when it comes to technology Late last month US regulator the Consumer Financial Protection Bureau (CFPB) signalled to US mortgage servicers that it is about to get tougher. There are three main aspects behind the initiative. CFPB is to take a dim view of those that use inadequate technology. Servicers have…

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Taking control of complaints in fast growth businesses

A romp through the history of energy market deregulation! For many market deregulation is a welcome process. Breaking an oligopoly, the situation where a market is controlled by a handful of powerful players, is widely seen as a good move for consumers and businesses. Some suggest the distinction between an oligopoly and a cartel is…

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Ofgem concludes investigation into 1 million customer complaints at Scottish Power

Public utility criticised and financially hit to tune of £18m Scottish Power has agreed to recompense vulnerable customers and make contributions to charitable causes totalling £18m following an investigation by Ofgem into 1 million complaints made between June 2013 and December 2015. The watchdog found Scottish Power: Failed to treat its customers fairly Provided inadequate…

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Complaints Premier League chart toppers 2015

One league table it’s not worth winning! If there’s one league table on which organisations would rather not appear, let alone top, then it’s likely to be the complaints league. Overall, the figures released at the end of last month were encouraging. Compared with the first half of 2015, the total number of complaints fell…

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FCA guidance provides the greenlight for the use of appropriate cloud-based complaint handling solutions

Draft guidance provides definitive FCA leadership on cloud solutions Since July 2014 the FCA has provided regulatory guidance and leadership on the use of cloud solutions in the document ‘Considerations for firms thinking of using third-party technology (off-the-shelf) banking solutions’. However, the significant growth of cloud technology coupled by the desire of the finance sector…

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Raising the bar in customer complaints handling standards in 2016

UsefulFeedback is playing a key part in reviewing the ISO 10000 series of ‘Customer Satisfaction’ guidance standards to better align them with the new versions of ISO9000 and ISO9001. This work is ongoing and is due to be completed by the end of 2016 and is designed to ensure that the standard remains relevant to…

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Meet UsefulFeedback at the Complaints Management Forum

UsefulFeedback is proud to be sponsoring the 15th Annual Financial Services Complaints Management forum. As well as meeting our team, it’s a great chance to meet all the experts in one room to share, strategise, debate and push the industry forward over the course of two separately bookable days. As a sponsor of the Forum,…

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