FAQ

We welcome initiatives from any organisation: public or private, SMEs or large corporations, B2B and B2C. No matter the size, scope or sector of your organisation, if you’ve done great work to improve the complaint handling process, these Awards are for you!

Your organisation doesn’t have to be based in the UK to be eligible, but you must have offices, employees, clients, customers, HQ, or products in the UK market.

First of all, you need to choose the category or categories where your initiatives fit best and that you would like to enter. Then, you go to Enter Now page, complete all the steps and the payment after which you will receive the login details for the official online entry form. 50% of your score comes from the written entry while another 50% comes from live presentations at the Awards Finals. You should submit the form before the entry deadline and wait for the finalists’ announcement: if you are one of the finalists, you can start preparing your presentation.

We offer a reduced entry fee during the early bird booking period, which ends on 18th December. In this time, your first entry is £259 and any additional categories are £199 (when the order is made together).

After 18th December, entry is £359, and additional categories are £299.

There’s no limit to the number of categories you can enter. If you feel that your work is relevant to more than one category, you can submit the same initiative into multiple categories.

Additional information is in the Plan2Win document which gives you advice on category selection and writing a winning entry. You can also visit our How to Enter page.

We also offer a series of webinars from previous winners and awards experts. You can ask specific questions about choosing the right category, structuring your submission, and anything else to help with your entry!

The Scoring criteria are the same both for the written entry form and the presentation. Take a look so you know what to expect.

The entry form should be submitted online through our online portal by the entry deadline on 15th January 2021. You get access to the online form once you enter the awards and receive your login details via email. From the moment you receive your login details, you can start working on your entry form. Make sure you save it as you finish each section and only click the ‘submit’ button when it is fully complete!

Every category is assessed by independent business professionals who apply to judge with us. We also appoint a Chair of Judges in each category, who ensure that all the presentations are kept to time. You will receive their comments on your written entry and live presentation in a bespoke feedback report.

Find out who’s judging this year: Meet the Judges

We will announce all finalists on 29th January. Those who have been shortlisted will present their initiative live on the day of the Awards Finals.

Yes, all finalists will receive a finalist logo that can be used for social media and your website. Once the finalists are announced we send emails to our extensive base and promote all finalists on social media. You will receive a ‘Booster pack’ to help you spread the word about your achievement.

All of our LIVE Online Awards finals include the opportunity to see other finalists’ live presentations, attend Conference, and attend the LIVE Awards ceremony in the afternoon. For ticket prices click here.

Both the Finals and Awards Ceremony will be held online on 25th March 2021.

Throughout the morning, finalists present their initiatives in front of the judging panels. Many of these presentations are open to spectators, and you are free to attend as many as you wish. There are also dedicated networking spaces, plus the opportunity for video interviews.

In the afternoon, we come together online for the Awards Ceremony, where we hear from our keynote speaker, charity partner, find out the winners, and enjoy some very special entertainment!

On the day of the Finals, you will be allocated a 30-minute presentation slot for each category you’re in. These run throughout the day, from 9am to 1pm. A presentation schedule with exact timings will be announced well ahead of the event. From these 30 minutes, you will have 15 minutes to present your initiatives and 15 minutes to answer questions from the judges. You will be presenting your cases in front of a judging panel, different for each category. If you choose to have an open presentation, there will be an audience in the virtual room, usually consisting of 15 to 20 people.

As soon as the winners are announced during the live finals, we announce them on social media and send emails with a full list of winners. Interviews filmed at the finals will be all over our social media months after the event and there is an opportunity for an interview with Customer Experience Magazine. No matter the result, you will receive a free judges’ feedback report about 2 weeks after the finals. You will also receive a survey - we’d love to hear your comments!

If you would like a certificate, please get in touch with us and we will make one.