Winners and Finalists 2019

I am proud to present the winners of the Complaint Handling Awards 2019. The day consisted of the live entry presentations in the morning followed by the superb gala lunch and highly anticipated awards ceremony. Congratulations to all our finalists and winners.

See you again next year!

Neil Skehel, CEO Awards International

BEST COMPLAINT HANDLING TRAINING GOLD WINNER Wessex Water in partnership with The First Word

Every word matters' is Wessex Water’s new approach to writing to customers in a warm and empathetic tone. The training’s helped us resolve more complaints first time round, in language our customers understand – and it’s empowered our teams to make better connections in those moments that really matter.

SILVER WINNER Zurich Insurance PLC

BRONZE WINNER Capita PLC

FINALISTS Zurich Insurance Plc Teleperformance D.I.B.S. Capita PLC Dwr Cymru Welsh Water Retail Services Wessex Water in partnership with The First Word
BEST USE OF CUSTOMERS INSIGHT & FEEDBACK GOLD WINNER One Vision Housing

Our Customer Complaint Auditors initiative empowers and equips our customers to improve our complaint handling process and have a meaningful impact in shaping the services we deliver. Placing our customers at the heart of this process has already delivered performance improvement and provided fresh insight into what our customers want.

SILVER WINNER Vitality Health

BRONZE WINNER HSBC UK PLC

FINALISTS Checkatrade Affinity Water VitalityHealth HSBC UK PLC One Vision Housing lastminute.com
CUSTOMER RELATIONS & REMEDIATION GOLD WINNER Capita PLC

Delivering a bespoke remediation programme for a major UK bank, we used our insight and analytics capabilities to ensure the right levels of compensation were paid to customers through consistent and fair treatment strategies appropriate to the issue at hand.

FINALISTS HSBC UK PLC Capita PLC
CUSTOMER INSIGHT STRATEGY GOLD WINNER Firstsource Solutions UK Ltd

SILVER WINNER Affinity Water

FINALISTS Firstsource HSBC UK PLC Affinity Water lastminute.com
BEST OUTSOURCED COMPLAINT HANDLING GOLD WINNER The Sigma Financial Group

Sigma is a leading provider of White-Label Outsourced Contact Centres, Training and Consultancy services to leading brands in the Utilities, Financial Services, Retail and Public Sector. Expertise include: Complaints Handling, Collections, Customer Services, Services for Vulnerable Customers and Dispute Resolution. We deliver exceptional customer experiences at a competitive cost.

FINALISTS Firstsource The Sigma Financial Group Tech Mahindra/Three/Hutchinson 3G
INNOVATION IN COMPLAINT MANAGEMENT GOLD WINNER HSBC UK PLC

We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

SILVER WINNER Capita PLC

FINALISTS Checkatrade HSBC UK PLC Turkcell Communication Services Capita PLC
INNOVATION IN COMPLAINT MANAGEMENT - IMPROVED PROCESS GOLD WINNER Business Stream

When our customer numbers doubled in 2017, our Customer Experience team were faced with the challenge of maintaining excellent standards in complaints management without increasing cost to serve or customer resolution time. The team led the complaints journey transformation, making us market leading performers and improved customer experience by 35%.

SILVER WINNER Vodafone

Finalists Vodafone NHS Property Services Ltd Business Stream Johnson Controls
COMPLAINT MANAGEMENT PROCESS B2C GOLD WINNER Vitality Health

A positively different insurer, VitalityHealth used innovative customer insight methods to improve its complaint journey, significantly increasing speed of resolution, focusing on fair outcomes to enhance customer experience.

SILVER WINNER HSBC UK PLC

BRONZE WINNER The Consumer Council for Northern Ireland

Finalists The Language Shop Ltd VitalityHealth HSBC UK PLC Northern Trust The Consumer Council for Northern Ireland
PRODUCT & SERVICE IMPROVEMENT GOLD WINNER HSBC UK plc

We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

Finalists HSBC UK PLC Morses Club
MOST EFFICIENT COMPLAINT HANDLING GOLD WINNER Yorkshire Building Society

Colleagues working together have achieved great results for our customers and our business, making a difficult process efficient and more cost effective.

SILVER WINNER HSBC UK plc

BRONZE WINNER Checkatrade

Finalists Checkatrade Teleperformance D.I.B.S. HSBC UK PLC Dwr Cymru Welsh Water Retail Services Yorkshire Building Society
MOST IMPROVED COMPLAINT HANDLING GOLD WINNER NHS Property Services Ltd

NHS Property Services had a mission to improve customer service by standardising the customer route into the organisation, improving responsiveness and raising its CSAT score. After detailed planning, intensive stakeholder engagement and comprehensive staff training, their customer support centre started in July 2017. It has now dealt with 30,000 phone and email queries. The project exceeded its original targets, transformed the business and is driving a focus on customer service throughout the organisation.

Finalists UK Power Networks The Outside Clinic Johnson Controls NHS Property Services Ltd
MOST IMPROVED COMPLAINT HANDLING - CUSTOMER CENTRIC GOLD WINNER United Utilities

Service Recovery are a team who have changed the way they operate leading to a significant reduction in complaints – being proactive, responding quickly , learning from the insight are key elements of the changes.

SILVER WINNER Business Stream

Finalists HM Courts & Tribunals Service in partnership with The First Word Vodafone United Utilities Business Stream LiveWest
MOST IMPROVED COMPLAINT HANDLING - FINANCIAL SERVICES GOLD WINNER HSBC UK plc

We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

SILVER WINNER Vitality Health

BRONZE WINNER Morses Club

Finalists PiggyBank Zurich Insurance Plc HSBC UK PLC Morses Club VitalityHealth
PRO-ACTIVE COMPLAINT HANDLING GOLD WINNER United Utilities

Service Recovery are a team who have changed the way they operate leading to a significant reduction in complaints – being proactive, responding quickly , learning from the insight are key elements of the changes.

SILVER WINNER The Consumer Council for Northern Ireland

Finalists Teleperformance D.I.B.S. HSBC UK PLC United Utilities The Consumer Council for Northern Ireland
COMPLAINT HANDLING PROFESSIONAL GOLD WINNER Jodie Lewis - Morses Club

Jodie Lewis joined us as an experienced complaint handler but has shown through her hard work and commitment that you can make a difference above and beyond. She has successfully sourced and integrated a new complaints system, been pivotal to our BSI 10002 accreditation and duly promoted to Team Leader.

Finalists Morses Club (Jodie Lewis) Yorkshire Building Society The Language Shop Ltd
COMPLAINT HANDLING LEADER OF THE YEAR GOLD WINNER Sally Ainsworth - United Utilities

Service Recovery are a team who have changed the way they operate leading to a significant reduction in complaints – being proactive, responding quickly , learning from the insight are key elements of the changes.

Finalists Morses Club (Ben Smith-Milne) Zurich Insurance Plc United Utilities
BEST COMPLAINT HANDLING TEAM OF THE YEAR GOLD WINNER Tech Mahindra / Three / Hutchinson 3G

SILVER WINNER United Utilities

BRONZE WINNER Business Stream

Finalists Tech Mahindra/Three/Hutchinson 3G Teleperformance D.I.B.S. United Utilities Leicestershire County Council Business Stream The Consumer Council for Northern Ireland
BEST COMPLAINT HANDLING TEAM OF THE YEAR - FINANCIAL SERVICES GOLD WINNER HSBC UK PLC

We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

SILVER WINNER Zurich Insurance PLC

Finalists Zurich Insurance Plc HSBC UK PLC Morses Club Yorkshire Building Society

OVERALL WINNER



WINNER Firstsource Solutions UK Ltd