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.
|Best Banking and Investment|
|Plaza Suite 6||09:00 - 09:30|
|09:40 - 10:10|
|10:20 - 10:50||Santander|
|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|
|Best Finance & Insurance|
|Park Suite One||09:00 - 09:30||Autonet Insurance|
|09:40 - 10:10||HSBC|
|10:20 - 10:50||Hitachi|
|Park Suite Three||09:00 - 09:30||Severn Trent|
|09:40 - 10:10||United Utilities|
|10:20 - 10:50||Lanes Group|
|11:50-12:20||South West Water|
|Most Improved Complaint Handling|
|Plaza Suite 2||09:00 - 09:30||Orbit Group|
|09:40 - 10:10||Optivo|
|10:20 - 10:50||Virgin Money|
|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|
|11:50-12:20||Arriva Trains Wales|
|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|
|11:50-12:20||Cross Country Trains Ltd|
|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|
|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|
|Utilising Consumer Reviews|
|Park Suite One||09:00 - 09:30|
|09:40 - 10:10|
|10:20 - 10:50|
|12:30-13:00||Sage in partnership with Trustpilot|
|Managing Your People|
|Park Suite 4||09:00 - 09:30||giffgaff & FirstSource|
|09:40 - 10:10||60K|
|10:20 - 10:50||Lanes Group|
|11:50-12:20||HSBC Service Recovery|
|12:30-13:00||BT Business & Public Sector|
|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|
|11:50-12:20||Andrea McGuire - LCC|
|12:30-13:00||Jess Morgan - SW Water|
|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|
|Team - Financial Services|
|Plaza Suite 10||09:00 - 09:30||HSBC|
|09:40 - 10:10||Santander|
|10:20 - 10:50||Intelenet Global|
|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|
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
|8:45||Setting up for presentations|
|11:10||Presentations continue until approximately 13:00|
|13:00||Drinks reception commences|
|13:30||Call to lunch|
Conference level -4
FINALIST PRESENTATIONS PLAZA SUITES 1-10
Conference level -1
FINALIST PRESENTATIONS PARK SUITES 1-4
Ballroom level -2