Winners 2020
Capita Remediation Services
Overall Winner
Firstsource Solutions and RBS Group
Best Complaint Handling
Firstsource Solutions and RBS Group
Best Complaint Handling Team of the Year - Financial Services
Flagship Housing
Best Complaint Handling Team of the Year - Initiative
Virgin Money UK Plc
Best Complaint Handling Team of the Year
Aldi UK
Retail & E-Commerce
Aldi UK
Best Customer Service
Capita Remediation Services
Best Use of Customer Insight & Feedback
npower
Utilities
Gavin Halliday, Virgin Money UK Plc
Complaint Handling Professional of the Year
Barclays Advocacy Team
Financial Services
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Alied Irish Banks p.l.c
Most Improved Complaint Handling - Financial Services
Virgin Holidays
Most Improved Complaint Handling - Initiative
npower
Most Improved Complaint Handling
Co-op
Resolver Vulnerable Situations
NHS Property Services
Zero to Hero - Transforming Customer Relations
Winners 2019
Firstsource Solutions UK Ltd
Overall Winner
Wessex Water in partnership with The First Word
Best Complaint Handling Training
One Vision Housing
Best Use of Customers Insight & Feedback
Capita PLC
Customer Relations & Remediation
HSBC UK
Best Finance & Insurance
Firstsource Solutions UK Ltd
Customer Insight Strategy
The Sigma Financial Group
Best Outsourced Complaint Handling
HSBC UK PLC
Innovation in Complaint Management
Business Stream
Innovation in Complaint Management - Improved Process
Vitality Health
Complaint Management Process B2C
HSBC UK PLC
Product & Service Improvement
Yorkshire Building Society
Most Efficient Complaint Handling
NHS Property Services Ltd
Most Improved Complaint Handling
United Utilities
Most Improved Complaint Handling - Customer Centric
HSBC UK PLC
Most Improved Complaint Handling - Financial Services
United Utilities
Pro-Active Complaint Handling
Jodie Lewis - Morses Club
Complaint Handling Professional
Sally Ainsworth - United Utilities
Complaint Handling Leader of the Year
Tech Mahindra / Three / Hutchinson 3G
Best Complaint Handling Team of the Year
Virgin Money
Best Complaint Handling Team of the Year - Financial Services
Winners 2018
NewDay
Overall Winner
Virgin Money
Overall Best Team
Virgin Money PLC
Best Banking & Investment
Co-op
Best Contact Centre
HSBC UK
Best Finance & Insurance
Thomas Cook
Best Hospitality/Leisure/Transport & Travel
giffgaff & Firstsource
Best Personal Entertainment & Telecoms
Severn Trent Water
Best Utilities
CrossCountry
Best Digital
Virgin Money
Most Improved Complaint Handling
Co-op
Product & Service Improvement - Improving Customer Experience
Virgin Money
Pro-Active Complaint Handling
United Utilities
Pro-Active Complaint Handling – Utilities
Sage in partnership with Trustpilot
Utilising Consumer Reviews
NewDay
Managing Your People
Emma Donnelly, Head of Customer Relations, CrossCountry
Leader
BT Business and Public Sector Complaints
Team
Virgin Money
Team - Financial Services
United Utilities
Team - Utilties, Housing & Trains
Gordon Rimmer, Director of Marketing, Connect Managed Services
Outstanding Contribution
Rob Ettridge, Partner, Red Lorry Yellow Lorry
Outstanding Contribution
Winners 2017
Homes in Sedgemoor
Overall Winner
Homes in Sedgemoor
Internal Communication Excellence and Effectiveness
YOURGOLFTRAVEL.COM
Pro-active Complaint Handling
Hutchison 3G UK Ltd
Product and Service Improvement
Feefo Holdings
Utilising Consumer Reviews
National Savings & Investments (NS&I)
Banking and Investment
Provident
Finance and Insurance
East Thames Limited
Not for Profit and Charity
Showmax in partnership with Dashboard Consulting
Best Measurement in Customer Experience - Insight
Hutchison 3G UK Ltd
Personal Entertainment and Telecoms
Pearl Linguistics LTD
Public Services and Health Care
SGN
Utilities
Barclays Bank PLC
Complaint Team of the Year - Finance
TNT
Complaint Team of the Year - Services
Northern Gas Networks
Complaint Team of the Year - Utilities
Co-op Foods
Dispute Resolution Professional
Yorkshire Building Society Group
Leader
Scottish Water
Managing your People