The Categories

There are 15 categories to choose from this year, encompassing both industry and discipline-specific areas, and there’s no limit to the number you can enter! The categories incorporate both B2B and B2C initiatives, and include categories specifically for SMEs, so that all types of organisation have the chance to do well.

Discipline Specific Category

For organisations that demonstrate a comprehensive strategy for dealing with customer complaints, delivering substantial business benefits as a result.

Discipline Specific Category

For an individual or company showing a marked improvement in implementing their complaint handling methods, and can show the impact this has had on both clients and the business.

Discipline Specific Category

For organisations using one or more in-house or 3rd party consumer review technology to improve current complaint handling strategies and develop long-term customer relationships through a deep understanding of good and bad reviews.

Discipline Specific Category

For organisations that provide exceptional service to their customers at every stage of their journey.

Discipline Specific Category

For organisations that have transformed or delivered significant improvements to their customer relations, effecting organisational change that made the customer experience better.

Discipline Specific Category

For an individual or company who can demonstrate fair treatment of customers in vulnerable situations. You should demonstrate the processes and policies which have improved handling complaints from customers in vulnerable situations, and show the impact on both the customer and the business. Vulnerable situations includes, but is not limited to: hearing, sight, language barriers and physical disability; mental health issues, low financial understanding and issues relating to the elderly like dementia; major life changes, childbirth, those suffering bereavement, family breakdown, illness or financial difficulties.

Best Complaint Handling in Industry Category

For money-managing companies, credit unions, banks, insurance companies, credit-card companies, accountancies, consumer finance companies, stock brokerages or investment funds that can demonstrate outstanding complaint handling.

Best Complaint Handling in Industry Category

For businesses selling consumer goods or services through any distribution channel, online or offline, that can demonstrate outstanding complaint handling.

Best Complaint Handling in Industry Category

For organisations providing or maintaining infrastructure, such as energy suppliers, electricity suppliers, water supply companies, weirs or sewage, that can demonstrate outstanding complaint handling.

People Specific Category

For a group of complaint handling heroes who work consistently to raise standards and provide outstanding customer service.

People Specific Category

For a manager or independent business consultant who can demonstrate exceptional professional standards in complaint handling.

Overall winner

The overall winner is the entry with the highest score out of all the finalists, using the scores awarded by the judges. 50% of the score is for the online submission and 50% for the live presentation.

The overall winner will be awarded at the end of the awards ceremony on the 5th March 2020, at Park Plaza Riverbank, London.