Categories

Categories

Browse the categories for the UK Complaint Handling Awards 2017, designed for every shape and size of organization and covering an assortment of business disciplines. If you find your needs are not met by the Industry Specific Categories, we feel certain that they will be met by the Discipline Specific Categories, or indeed the People People Categories

Each entry into a Sector or Discipline Specific category enables you to submit one entry into a “People People” category for £139.00 plus VAT.

The categories are divided into 3 sections:

  • Industry Specific: You compete against companies in your sector
  • Discipline Specific: You are up against others who have carried out similar types of activity
  • People People: Individuals compete against each other for the prize of inspirational leader of the year

There are no limits on the number of categories any organisation, team or individual can enter.

Categories – Making a Choice Download PDF

Industry Specific Categories

Categories Which types of Companies are eligible to enter
Banking and Investment

The complaint handling enhancement campaign has been delivered throughout 2016 to enhance the customer experience of our Organisation’s complaint handling processes. This has delivered a number of creative and effective changes to how the complaints were handled and resolved. This has dramatically improved .

Finance and Insurance

The first step to improving customer experience was by the introduction of a Complaints App which guides agents through the steps of recording complaints delivering a consistent customer experience. In addition, the company has invested in improving and expanding the central complaints function. Our mantra of putting the customer first is firmly at the forefront of what we do.

Not for Profit and Charity

East Thames is one of the largest providers of affordable housing and they know that providing a safe and well maintained home is the most important part of their work. However, Customer satisfaction was low and complaints were high! So they have improved their Customer Journey through LEAN processes and increased customer satisfaction for complaints handling from 19.7% to 51%.

Personal Entertainment and Telecoms

Through Hutchison 3G’s complaints programme they have developed a winning formula, consisting of Complaints at the core, Power to the People and Learn and Fix. This approach has delivered strong results such as moving from worst to first in the industry of complaints and a 13% increase in our profitability.

Public Services and Health Care

We are proud to say that Pearl Linguistics’ approach to client care & complaint handling, innovative methods and use of technology have proven to be fully compliant with the “ideal Public Sector supplier”. We have successfully targeted and resolved not one but many of our clients’ grievances when it comes to management of their language service needs.

Utilities

Our new 2015/16 Customer Experience (CX) led D1 complaints handling process in conjunction with our 10/10 service initiative is transforming all our operational people to deliver industry leading customer service. The new shared responsibility process has taken us from complaints not being dealt with for up to 10 working days to being resolved within 24 hours.

Discipline Specific Categories

Categories Which types of Companies are eligible to enter
Internal communication excellence and effectiveness

Best practice in effective internal communication which resulted in excellent complaint handling and prevention.

Pro-active complaint handling

Due to rapid growth and under-resourcing, the company actively discouraged customers to complain and this in turn led to very unhappy customers. We decided we wanted to start seeing things from a customer’s viewpoint and therefore tackle the pain points so that we could hopefully eradicate some of the common issues altogether.

Product and Service Improvement

Through Hutchison 3G’s complaints programme they have developed a winning formula, consisting of Complaints at the core, Power to the People and Learn and Fix. This approach has delivered strong results such as moving from worst to first in the industry of complaints and a 13% increase in our profitability.

Utilising consumer reviews

The Fragrance Shop, in partnership with Feefo, understood the importance of delivering the best possible service. That is why they have created an approach which enables the business to stand from its competitors, improve its offering and as a result make a significant impact on the business’s bottom line.

People People Categories

Categories Which types of Companies are eligible to enter
Complaint Team of the Year – Finance

We aim to reduce customer problems through a proactive agenda whilst driving an environment of personal accountability. Our approach does not stop at the point of complaint resolution, it continues right through to driving change in our business. Our pioneering Root Cause and Client Experience frameworks are the vehicles we use to make powerful changes that shape the future.

Complaint Team of the Year – Services

A key element of the comprehensive turnaround strategy was the development of a more customer-centric and responsive approach to handling complaints. Instead of being seen as unwanted interruptions to day-to-day business, customer complaints are now seen as an opportunity to create brand loyalty. Our Net Promoter scores have almost doubled in last two year, the average time to resolve a complaint has fallen.

Complaint Team of the Year – Utilities

Northern Gas have been rated as the number one gas distribution network for customer satisfaction in 2015-16 achieving 9.18 in our Ofgem scores. Team is responsible for resolving every complaint across a network of 2.7 million external customers. 90% resolution in the hour for 2016-17 is their target, and an elusive Perfect 10 from the customers.

Dispute Resolution Professional

In May 2015 Claire Carroll was appointed to lead the newly formed team comprising the “Membership” and “Customer Care (Complaints)” centres. We topped the ICS’s “Complaints Index” for the Food Retail sector and were exceeding Bright’s benchmarks for Customer Satisfaction and Colleague Engagement. We are now perceived as a key part of the Co-op’s value chain – a strategic asset and force for change.

Leader

Joining the business in 2016 our Operations Manager took a team embarking on a journey of significant change that started with an FCA attestation on complaint handling, a 70% reduction in the number of complaints being received. This leader supported, developed and empowered colleagues to deliver great outcomes for customers. Establishing remediation principles to support the group.

Managing your People

The majority of our customers have no reason to contact us on an annual basis and as such receive a silent service. However, we do receive over 200,000 calls and enquiries per annum. Our Field Response have evolved in recent years to remove the emotional distress for our customers. Where previously we worked to our minimum statutory obligation, it’s now about doing the right thing.

Best Complaint Handling Business 2017

The coveted title of the Best Complaint Handling Business 2017 will also be the final Award at this year's ceremony. This will be presented to the entry with the highest combined score (online and presentation scores) across all Award categories (excluding the People People categories).


For more information, contact Paige on paige@awardsinternational.eu or call 020 7193 0106