The Ingredients to a Successful Complaints Target Operating Model

Good complaint handling has never been a more important part of a firm’s customer support function. It supports better customer satisfaction, advocacy, retention, and regulatory compliance.

At its core, complaints excellence is about recognising and rectifying issues, strengthening the relationship with your customers and thus restoring faith in the brand. It is the epitome of ownership.

The Financial Conduct Authority (FCA) also places a focus on complaints within its Consumer Duty expectations. We are aware that this will form a key area of focus going forward and firms should be prepared for requests for data and follow-up work. Specifically, critical KPI’s such as; the timeliness by which firms handle and close complaints, the rates at which complaints are resolved in favour of the customer, and evidence as to how firms are learning from complaints, e.g., outcome-based root cause analysis.

This paper supports firms with a framework that has been implemented across a wide variety of regulated firms and sectors, large and small, complex or simple.

We hope this White Paper helps and shapes your thinking. Click below to download.

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