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
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
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
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.
SILVER WINNER Affinity Water
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.
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
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
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
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.
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
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.
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
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
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
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.
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 United Utilities
BRONZE WINNER Business Stream
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
