Important Information for Finalists

Urgent Contact

We have an urgent contact telephone number for use on the day. The number is 0747 9512219.

Please phone and let us know if you are delayed or of any other problems and we will do our best to make any arrangements we can.

This number will only be staffed on February 22nd 2018 at the UK Complaint Handling Awards.

Prepare to Present

Your presentation at the finals carries 50% of your final score. You and your team will doubtless have put a great deal of effort into the entry and preparations for the big day! We want you to have a great time. Please read these instructions carefully.

  • You must provide a laptop for your presentation and make sure it has an HDMI port to enable you to plug in the cable connected to the TV or projector (which is provided).
  • The plaza suite which is on the level – 4 can only do VGA
  • If audio is part of your presentation, you will need to bring your own speakers as we do not provide these. You will need to have this set up and connected to your lap top. Test the set up in advance, so you know exactly what you are doing on the day.
  • It is recommended to print 5 copies of the presentation as a contingency plan, to give to the judges in case there is a technical problem on the day.

Technical assistance on the day will be limited. AV support will be provided in case there is a problem with venue equipment only. There will be no spare or back up equipment for presenters use. The AV company might be able to provide some equipment at a cost. In the event anything will need to be paid on the day direct to the AV company.

The schedule for the day is tight and it is important that each panel finishes all the judging promptly at 1pm. Therefore Chair of Judging will not be keen to allow sessions to run over, for any reason.

  • Each of up to 6 judging sessions per panel, is 30 minutes in length.
  • The Chair has been instructed to allow 15 minutes for your presentation and 15 minutes for questions.
  • The Chair may interrupt you if you overrun
  • The Chair may end your session if you were late starting so as not to delay the next session

Please arrive at your presentation as promptly as possible to enable you to set up so you do not lose time from your 30 minutes.

There are 10 minutes between each presentation to allow for changeover. This should be sufficient for the previous team to pack up and the new team to set up.

Check your schedule and make sure that if you have back to back presentations, you know where you are going. See the floor plans below.

Presentation Schedule

Industry Specific

Best Banking and Investment
Plaza Suite 6 09:00 - 09:30
09:40 - 10:10
10:20 - 10:50 Santander
11:10-11:40 HSBC
11:50-12:20 Aegon
12:30-13:00 Virgin Money
Best Contact Centre
Plaza Suite 1 09:00 - 09:30
09:40 - 10:10 Cross Country Trains Ltd
10:20 - 10:50 60K
11:10-11:40 South West Water
11:50-12:20 Co-op
12:30-13:00

Best Finance & Insurance
Park Suite One 09:00 - 09:30 Autonet Insurance
09:40 - 10:10 HSBC
10:20 - 10:50 Hitachi
11:10-11:40
11:50-12:20
12:30-13:00
Best Utilities
Park Suite Three 09:00 - 09:30 Severn Trent
09:40 - 10:10 United Utilities
10:20 - 10:50 Lanes Group
11:10-11:40 Thames Water
11:50-12:20 South West Water
12:30-13:00 Welsh Water

Discipline Specific

Most Improved Complaint Handling
Plaza Suite 2 09:00 - 09:30 Orbit Group
09:40 - 10:10 Optivo
10:20 - 10:50 Virgin Money
11:10-11:40 Family Mosaic
11:50-12:20 CitySprint
12:30-13:00
Product & Service Improvement – Improving the Customer Experience
Plaza Suite 3 09:00 - 09:30
09:40 - 10:10 Lanes Group
10:20 - 10:50 HSBC Mortgages
11:10-11:40 Aegon UK
11:50-12:20 Arriva Trains Wales
12:30-13:00

Product & Service Improvement – Transforming Customer Relations
Plaza Suite 4 09:00 - 09:30
09:40 - 10:10 giffgaff & FirstSource
10:20 - 10:50 Co-op
11:10-11:40 Welsh Water
11:50-12:20 Cross Country Trains Ltd
12:30-13:00
Pro-active Complaint Handling
Plaza Suite 5 09:00 - 09:30 Hitachi Capital
09:40 - 10:10 Thomas Cook
10:20 - 10:50 Family Mosaic
11:10-11:40 Intelenet Global Services
11:50-12:20 Virgin Money plc
12:30-13:00

Pro-active Complaint Handling - Utilities
Park Suite Two 09:00 - 09:30 Welsh Water
09:40 - 10:10 Severn Trent
10:20 - 10:50 South West Water
11:10-11:40 United Utilities
11:50-12:20 Lanes Group
12:30-13:00
Utilising Consumer Reviews
Park Suite One 09:00 - 09:30
09:40 - 10:10
10:20 - 10:50
11:10-11:40 Lanes Group
11:50-12:20 Feefo
12:30-13:00 Sage in partnership with Trustpilot

People Specific

Managing Your People
Park Suite 4 09:00 - 09:30 giffgaff & FirstSource
09:40 - 10:10 60K
10:20 - 10:50 Lanes Group
11:10-11:40 New Day
11:50-12:20 HSBC Service Recovery
12:30-13:00 BT Business & Public Sector
Leader
Plaza Suite 8 09:00 - 09:30 Andy Brierly - Lanes Group
09:40 - 10:10 Ben Lyons - Co-op
10:20 - 10:50 Emma Donnelly- XC
11:10-11:40
11:50-12:20 Andrea McGuire - LCC
12:30-13:00 Jess Morgan - SW Water

Team
Plaza Suite 9 09:00 - 09:30 CitySprint
09:40 - 10:10 BT Business & Public Sector
10:20 - 10:50 DHL
11:10-11:40 giffgaff & FirstSource
11:50-12:20 Three & Tech Mahindra
12:30-13:00 co-op
Team - Financial Services
Plaza Suite 10 09:00 - 09:30 HSBC
09:40 - 10:10 Santander
10:20 - 10:50 Intelenet Global
11:10-11:40 Virgin Money
11:50-12:20 Hitachi Capital
12:30-13:00

Team – Utilities, Trains & Housing
Plaza Suite 7 09:00 - 09:30 Arriva Trains
09:40 - 10:10 South West Water
10:20 - 10:50 United Utilities
11:10-11:40 Cross Country Trains Ltd
11:50-12:20 Home Group
12:30-13:00 Lanes Group

General Information

The dress code is business attire. However, we want you and your team to have fun, so come wearing what makes you feel good! If the team wishes to display its unity why not wear all the same tee-shirts? If you are planning on celebrating in style, cocktail dresses and suits will work wonderfully well.

We need to know of special dietary requirements or special needs by February 12th at the latest. Please look out for the email and complete and return if appropriate.

You will be able to download the awards ebrochure onto your mobile device from the 17th February. The ebrochure contains all the details about the awards finals and ceremony.

To download for Apple device visit the App Store and for Android visit the Google Play Store or search for Awards International brochure in either case.

You can follow the event on twitter @UKCHAwards and Facebook with the #UKCHAwards

Agenda

8:15 Registration Opens
8:45 Setting up for presentations
9:00 Presentations commence
10:50 Break
11:10 Presentations continue until approximately 13:00
13:00 Drinks reception commences
13:30 Call to lunch
17:00 Event ends

Floor Plans

Conference level -4

FINALIST PRESENTATIONS PLAZA SUITES 1-10

Conference level -1

FINALIST PRESENTATIONS PARK SUITES 1-4

Ballroom level -2