Turn Your Complaints
Into CX Success

Hear 9 award winning case studies of complaint management including HSBC, United Utilities, Trustpilot, BT 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
30 minutes
City Suite 1
0900 - 0910
10 minutes
Intro: Neil Skehel
City Suite 1
0915 - 0945
30 minutes
Resolver – James Walker, Group CEO
0950 - 1020
30 minutes
Henley Business School – Andrew Bryan, Programme Director
1020 - 1035
BREAK 15 minutes
City Suite 1
1035 - 1120
45 minutes
Ombudsman Service – Claire Churchill, Customer Experience Lead
1125 - 1210
45 minutes
HSBC – Paula van Beurden (Head of Complaints Risk & Governance)
1210 - 1255
LUNCH 45 minutes
City Suite 1
1255 - 1325
30 minutes
United Utilities – Sally Ainsworth, Head of Service Recovery
1330 - 1400
30 minutes
August - Donna O’Toole, CEO
1405 - 1435
30 minutes
HSBC - Colleen Barker, Lead Customer Service Business Partner
1435 - 1450
BREAK 15 Minutes
City Suite 1
1450 - 1520
30 minutes
BT - Amanda Redhead, General Manager
1525 - 1555
30 minutes
Trustpilot – with Sage Alan Duncan, Senior Marketing Director, Europe
1555 - 1600
5 minutes
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.


Don Hales

Played a major role in building several companies, from scratch, which have subsequently been sold for multi millions. Specialties: Customer service, presentation skills.

Neil Skehel

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.


Claire Churchill
Customer Relations Manager

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

Colleen Barker
Lead Customer Service Business Partner

Paula van Beurden
Head of Complaints Risk & Governance


"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