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This year’s categories are divided into three sections:

Discipline-specific categories: reward the range of skills and attributes that contribute to complaint handling excellence.

Industry-specific categories: recognise achievements in the UK’s regulated industries, who must operate within specific complaints guidelines.

Team and Professional categories: celebrate the individuals and teams who have shaped their organisation’s complaint handling success.

Together, these reflect the variety of extraordinary complaint handling achievements we’ve seen over the last twelve months. Have a look and decide which ones are best for you!

An organisation can enter a maximum of 4 different categories.

Discipline-Specific Categories

Most Improved Complaint Handling

The pandemic has forced organisations to rethink their complaints operations, and some have made extraordinary improvements to their strategy. This award recognises that growth!

Best Complaint Handling

This award is for any organisation that has delivered an extraordinary complaints process, one that resolves issues for customers in a timely, satisfactory and empathetic way.

Best Use of Customer Insight & Feedback

Data is the new gold: companies that leverage this information are making huge breakthroughs in customer understanding, with results to match. This award recognises those that use customer feedback in the most innovative and advantageous ways.

Best Customer Service

This award is for companies who go the extra mile to make their customer feel appreciated, valued and listened to, and who can demonstrate impeccable levels of customer service.

Transforming Customer Relations

If your organisation has achieved a dramatic improvement in customer relations – perhaps after implementing a new complaints strategy – then this is the perfect award for you!

Best Complaint Handling in a Crisis

The covid pandemic has forced companies to innovate and find new ways of serving their customers: this award recognises those who stayed calm in the crisis and thought of innovative solutions.

Best Collaboration

Sponsored by the Collaboration Network, this award is for organisations who’ve reached outside their four walls to collaborate successfully with others, achieving fantastic results in the process.

Vulnerable Situations

For a complaints process to be truly successful, it must be inclusive: this award celebrates organisations who’ve worked hard to assist customers in vulnerable situations.

Best Outsource Service Provider

This award is for any company that uses overseas talent to assist their UK complaints operation, and who has developed an effective and sustainable outsourcing model.

Leading your people

The pandemic has forced organisations to make unprecedented changes to their working environments, and it’s been a complex era for employee engagement as a result. This award honours the companies that have provided clarity and certainty for their people during this time.

Best Case-Management System

Digital tools are the centrepiece of modern complaint handling: has your organisation used them to your advantage? If so, this award is perfect for you!

Pro-active complaint handling

The best complaint handlers don’t just respond to complaints; they anticipate them. This award recognises organisations that work hard to foresee customer issues, and resolve them before they cause problems.

Contact Centre

Contact centres are integral to the complaints process – is yours world-class? This award celebrates contact centres that promote outstanding levels of customer service.

Diversity & Inclusion

Complaint handling should be representative of the entire population, which is why improvements to diversity and inclusion policies are so important. This award recognises those who have worked hard to ensure all employees and customers are truly valued, regardless of age, disability, gender assignment, pregnancy, race, religion, sex, or sexual orientation.

Industry-Specific Categories


This award is for organisations in the energy, water, waste and communication sectors who have achieved complaint handling excellence.

Financial Services

This award honours banks, insurers, investment funds and accountancy firms that have done extraordinary work in the complaints space.


This accolade is for any company in the property sector that has done inspiring work in the complaints space.

Health Care

This award recognises healthcare organisations – who have been on the frontline of the pandemic – and celebrates their complaint handling achievements.

Rail and Aviation

The travel sector has been hit hard by the covid pandemic – but the extraordinary work of complaint handling professionals in that area deserves recognition! This award is for rail or aviation organisations that have achieved exceptional results.

Hospitality and Leisure

It’s been a difficult year for the hospitality industry, but that makes recognition of its complaint handling achievements even more important! This award honours any hospitality or leisure organisation that has done inspiring complaint handling work.

Team and Professional Categories

Best Complaint Handling Team of the Year

Complaint handling is a team sport: this award recognises the collaboration, communication and enthusiasm that sets outstanding teams apart.

Complaint Handling Professional of the Year

This award is for any professional whose dedication, resilience and proactive attitude has contributed greatly to their organisation’s complaint handling success.

Our Awards Consultants are more than happy to assist you with category selection: why not book a call with them and discuss the best options for your organisation?

Book a Call