As the only Awards dedicated to recognising complaint handling excellence, we’ve built up an extraordinary network of complaints experts over the years.

And now that we’re building up to the 2021 edition of the UK Complaint Handling Awards, we’re gathering together that expertise in one place! Reading this report will give you an overview of how the complaint handling sector has “got to grips” with the COVID-19 pandemic, and what we can expect going forward.

It’s been a year marked by change and disruption, but also high levels of innovation. So download this report to discover:

• The state of complaint handling in 2020
• The views of two experts - Mark Bailey and Jonathan Mantle - who have both been developing innovative remote solutions
• 5 best practices to help your business

We hope you enjoy it!