Turn Your Complaints
Into CX Success

Hear 15 award winning case studies of complaint management including HSBC, United Utilities, Thomas Cook, Co-op and featured guests Resolver and iCasework.


Early Bird
Booking Offer ends


December 2018

Conference Date
Booking Offer ends


December 2018

Park Plaza Riverbank, London


0830 - 0900
City Suite 1
0900 - 0910
Intro: Neil Skehel
City Suite 1
0915 - 0945
Resolver – James Walker, Group CEO
City Suite 1

HSBC – Christina Liciaga, Head of Service Recovery
City Suite 3
0950 - 1020
United Utilities – Sally Ainsworth, Head of Service Recovery
City Suite 1

iCaseWork – Shine Prakash, Senior Manager
City Suite 3
1020 - 1035
BREAK 15 minutes
City Suite 1
1035 - 1120
Ombudsman Service – Claire Churchill, Customer Experience Lead
City Suite 1

City Suite 3
1125 - 1210
CitySprint – Rosie Bailey, Director of Customer Management
City Suite 1

City Suite 3
1210 - 1255
LUNCH 45 minutes
City Suite 1
1255 - 1325
Henley Business School – Andrew Bryan, Programme Director
City Suite 1

BT - Amanda Redhead, General Manager
City Suite 3
1330 - 1400
CO-OP – Ben Lyons
City Suite 1

August - Donna O’Toole, CEO
City Suite 3
1405 - 1435
City Suite 1

Awards International - Neil Skehel, CEO
City Suite 3
1435 - 1450
BREAK 15 Minutes
City Suite 1
1450 - 1520
New Day – David Land, Head of Service Delivery
City Suite 1

FeeFo - Steph Heasman, Director of Customer Success
City Suite 3
1525 - 1550
Trustpilot – Alan Duncan, Senior Marketing Director, Europe
City Suite 1

City Suite 3
1550 - 1600
City Suite 1
Please be seated in the room of your first presentation by 09:00 for the start of introductions and at the end of the day remain in your room for the wrap.


Manuela Pifani
Chair City Suite 1

Manuela Pifani is the founder and MD of CXellence Consulting. Multi-award-winning, CCXP qualified and with over 15 years in corporate CX leadership roles, Manuela is now focusing on helping other organisations achieve success through Customer Experience excellence

Neil Skehel
Chair City Suite 3

Neil Skehel is the founder and CEO of Awards International, operating business awards and related B2B events in the UK, EU and the Gulf. He is also the founder and proprietor of Customer Experience Magazine.


Since being established in 1998, iCasework has been an agent for the transformation of case management as an organisational process and practice.

Across our team, iCasework is the fusion of a highly developed understanding of technology together with proficiency in meeting the challenges of managing casework.


Ben Lyons
Operations Manager

David Land
Head of Service Delivery

Claire Churchill
Customer Relations Manager

Rosie Bailey
Director of Customer Management

Alan Duncan
Senior Marketing Director

Sally Ainsworth
Head of Service Recovery

Amanda Redhead
General Manager

James Walker
Founder and CEO

Donna O’Toole

Andrew Bryan
Programme Director

Steph Heasman
Director of Customer Success

Shine Prakash
Senior Manager

Christina Liciaga
Head of Service Recovery


"Awards programmes are a way to demonstrate good practice. Complaint handling is a space that gets negative feedback, but it can show that companies are improving and making a difference.”

Sally Ainsworth Head of Service Recovery, United Utilities

“I definitely advise companies to consider entering the awards, I think it’s been a fantastic experience, we were very nervous but the whole thing has put us at ease and it has been a really good team building exercise.”

Tracey Clough, Strategic Customer Complaints Manager, Hitachi Capital

“Take a chance, come and enter, come and benchmark yourselves against other businesses, complaints exist in every organisation, you’re doing more right than you think so why not pick up an award for it, take a chance, more knowledge other businesses, swap ideas, make new friends, really worthwhile”

Mandy Holford, Director of Customer Services, Echo-U

“It was fantastic to be part of the inaugural Complaints Handling Awards. It gave us a great opportunity to gain an external view on our revised complaints procedure and ethos. The Awards were really well run and a fantastic venue was used. The icing on the cake for us was that we won our sector award. This has given us not only wider recognition for our achievements both inside and outside our own sector, but also raised our team’s profile within our own business.”

Avis Rhodes, Head of Customer Service, East Thames ltd