Category: Events

Sage: Leading the way in Utilising Customer Reviews

Accountancy software firm Sage, in partnership with Trustpilot, have been named winners in the Utilising Customer Reviews category of the 2018 UK Complaint Handling Awards. The B2B company told judges of their customer reviews process, in which every customer who leaves...

United Utilities: The Pro-Active Approach to Customer Satisfaction

Uniting complaints teams from across their various departments has led to huge improvements for United Utilities, whose achievement has been celebrated at the 2018 UK Complaint Handling Awards. The UK’s largest listed water company, United Utilities was unhappy with how complaints...

CrossCountry: Making a Rail Difference for Passengers

Identifying problems with customer complaints and allowing improved communication through digital means such as a mobile app has led to major success for train firm CrossCountry at the 2018 UK Complaint Handling Awards. The company, which operates the UK’s longest direct...

H2-WOW: Water Result for Severn Trent

A project by Midlands utility firm Severn Trent Water to reduce complaints has caused a big splash at the 2018 UK Complaint Handling Awards. The company told judges at the recent event in London about their Customer Journey Improvement initiative, which...

Giffgaff/Firstsource: Gamechangers in Complaint Handling

An overhaul of how complaints are dealt with has earned mobile provider Giffgaff a UK Complaint Handling Award along with the firm’s outsourced contact centre provider Firstsource. The companies were finalists in the Best Personal Entertainment & Telecoms category, where they...

Thomas Cook: Complaint Handling now ‘Embedded in DNA’ of Firm

Thomas Cook are used to taking customers on journeys to holiday destinations across the globe, so when the firm embarked on a “transformation journey to deliver a Centre of Excellence for complaint handling”, they knew exactly how to go about...

HSBC: Turning a ‘Terrible’ Mortgage System into an Award-Winning Customer Journey

HSBC is one of the most reliable names in UK banking, and with two new UK Complaint Handling Awards in their trophy cabinet, the high street fixture is on its way to a very successful 2018. The bank won Gold in...

Co-Op’s Contact Centre Success Earns Further Awards

It’s been another great start to the year for one of the stalwarts of British retail, The Co-Op, which won two titles at the 2018 UK Complaint Handling Awards. Following Co-Op Food winning the Dispute Resolution Professional title at the 2017...

Virgin Mega-Score

Virgin Money tell customers they are “building a better kind of bank”, and that claim has been given hefty clout thanks to an amazing day of recognition at the 2018 UK Complaint Handling Awards. The firm won a spectacular five awards...

What a Day for NewDay

Financial services specialists NewDay claimed the Overall Winner title at the 2018 UK Complaint Handling Awards thanks to a ground-breaking complaints model that was successfully adopted by staff and led to a whopping 20 percent reduction in handling times. The ‘NewDay...