Blog

UK Complaint Handling Awards 2017 results Last month saw the UK Complaint Handling Awards 2017 take place in London. This was the first ever event of its kind in the UK to focus on how well businesses manage consumer complaints. After adjudication by panels of independent business experts the following winners were announced and had…

New study shows the cost of poor customer care A new study based on a survey of almost 2,500 people across the UK reveals that last year 28% of consumers chose to spend less with a company or took their business elsewhere after receiving unsatisfactory customer service. The independent body Ombudsman Services, which provides dispute…

Adverse publicity feeding poor image of adult social care sector Recent adverse publicity has surrounded complaints in the adult social care sector. In November, the BBC’s Victoria Derbyshire programme reported that “hundreds of care homes” had engaged in the practice of banning relatives from visiting elderly residents because of their complaints about the quality of…

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…

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…