Finalists Announced

Finalists Announced

We are pleased to present the finalists for The UK Complaint Handling Awards 2018!

"Having read all the entries, the standard this year is simply amazing. There are a couple of entries that are already standing out as being exceptional on paper, but that doesn’t mean they will stand up to the judge's scrutiny at the finals! There is a great deal of consistency across all the categories and so many positive examples of using customer complaints to deliver better products and services. Congratulations to all the finalists and I look forward to seeing you at the awards on February 22nd at the Park Plaza Riverbank, London. Let’s see who will succeed in the rigorous judging process ahead!"

Michael Hill, Chair of Judges for The UK Complaint Handling Awards 2018 and Head of Sales at iCasework Limited.

 

Best Banking and Investment
  • Virgin Money PLC
  • HSBC UK
  • Santander
  • Aegon UK
Best Contact Centre
  • 60K
  • CrossCountry
  • South West Water
  • Co-op
Best Finance & Insurance
  • Autonet Insurance
  • Hitachi Capital
  • HSBC UK
* Best Hospitality/Leisure/transport & Travel
  • Arriva Trains Wales
  • Thomas Cook
  • CrossCountry
* Best Personal Entertainment & Telecoms
  • giffgaff & Firstsource
  • EE
  • BT Business and Public Sector Complaints
Best Utilities
  • Severn Trent Water
  • Lanes Group
  • Thames Water
  • United Utilities
  • South West Water
  • Welsh Water Retail Services
* Best Digital
  • EE
  • CrossCountry
Most Improved Complaint Handling
  • Orbit Group
  • Optivo
  • CitySprint
  • Family mosaic – Peabody
  • Virgin Money
Product & Service Improvement – Improving the Customer Experience
  • Lanes Group
  • HSBC Mortgages
  • Aegon UK
  • Arriva Trains Wales
Product & Service Improvement – Transforming Customer Relations
  • giffgaff & Firstsource
  • Co-op
  • Welsh Water Retail Services
  • CrossCountry
Pro-active Complaint Handling
  • Hitachi Capital
  • Thomas Cook
  • Intelenet Global Services
  • Virgin Money
  • Family Mosaic – Peabody
Pro-active Complaint Handling - Utilities
  • Welsh Water Retail Services
  • Severn Trent Water
  • South West Water
  • United Utilities
  • Lanes Group
Utilising Consumer Reviews
  • Lanes Group
  • WoolOvers in partnership with Feefo
  • Sage in partnership with Trustpilot
Managing Your People
  • BT Business and Public Sector Complaints
  • 60K
  • Lanes Group
  • HSBC UK
  • NewDay
  • giffgaff & FirstSource
Leader
  • Andrea McGuire, Customer Feedback Team Manager, Liverpool City Council
  • Emma Donnelly, Head of Customer Relations, CrossCountry
  • Ben Lyons - Operations Manager, Co-op
  • Jess Morgan, Complaints Manager, South West Water
  • Andy Brierley, Framework Technical Director, Lanes Group
Team
  • CitySprint
  • BT Business and Public Sector Complaints
  • DHL
  • Co-op
  • Three
  • giffgaff & Firstsource
Team - Financial Services
  • HSBC UK
  • Santander
  • Intelenet Global Services
  • Virgin Money
  • Hitachi Capital
Team – Utilities, Trains & Housing
  • South West Water
  • Lanes Group
  • United Utilities
  • CrossCountry
  • Arriva Trains Wales
  • Home Group

Overall Best Team

The highest scoring team, (when the written and presentation scores are added together), will be declared the overall best team.

Overall winner

The overall winner will be the entry with the highest score awarded by the judges

Please note categories marked with a * will be scored online by the judges.

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