Complaints management
Transform complaints into opportunities for loyalty and growth
End-to-end complaints management to boost retention and advocacy
Economic uncertainty continues to fuel rising complaint volumes while local market fluctuations often create unexpected spikes. Coupled with heightened customer expectations and regulatory scrutiny, businesses must navigate a complex complaints management landscape to ensure efficiency, compliance, and customer satisfaction.
With 28+ years of industry experience and 15+ years of trusted partnerships with major high-street banks, we are the leading experts in complaints management. Built on AI-powered root cause analysis and a consultative approach, our comprehensive solutions deliver unparalleled insight, expertise, and outcomes across the complaints lifecycle.
Reduced complaint volumes
Shorter resolution times
Reduced ombudsman referrals
Improved FCR
Higher customer satisfaction
Complaints Outlook 2024
Navigate the evolving complaints landscape and unlock the secrets to tranforming your complaints to strategic opportunities.
Complaints Calculator
Understand the true costs and opportunities within complaint handling calculate the cost of customer churn, the positive impact of advocacy and the negative impact of poor customer journeys
Do more with our 360-degree support
Comprehensive advisory services
Define target operating models, improve policies and processes, and provide regulatory assurance, reviews, and advice.
Responsive operating model
Enable right-sized operations backed by SLA commitments, bespoke MI, right-shoring models, and quality assurance backed by root cause analysis.
Agile workforce management
Drive flexibility, rapid ramp-up, and recruitment aligned with your business values and requirements.
Full cycle training
Enable end-to-end training design and delivery, enhance skills related to policies, processes, and elevate complaints handling.
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#ResultsMatter
End-to-end remediation, leading bank
- £7.5 million in annual savings
- 97% right first time
- Completed three months early
Complaints resource, leading bank
- 55% reduction in upheld PBA complaints
- 6 years engaged with the client
Complaints advisory, leading bank
- 33% increase in quality score versus client BAU (Business As Usual)
Complaints training, global retail bank
- Better FPOC outcomes
- 44% reduction in complaints
End-to-end complaints, warranty provider
- 50% cost savings
- 95% quality score
Complaints advisory, leading insurer
- 40% improvement in NPS score
Complaints advisory, UK energy provider
- 58% better FPOC resolution
- 22% more accurate complaints identification
Complaints resource, UK energy provider
- 84,000 cases closed
- 2,000 cases resolved per week at peak
How we do it
Our proven operating model leverages three decades of best practices, integrating a Contact Center Team, a 3-Day Resolution Team, and a dedicated Complaints Management Team. The Contact Center Team efficiently classifies and resolves queries, quickly escalating any unresolved complaints to the 3-Day Resolution Team. If issues remain unresolved at this stage, they are handed over to the Complaints Management Team for thorough assessment, resolution, and final response, ensuring a comprehensive approach to customer satisfaction.
Team of Regulatory Experts
Seasoned team of ex-regulators and practitioners in sensitive remediation programs for robust risk assessments and industry-specific insights.
Flexible Delivery Models
Tailored solutions, including full outsourcing, flexible surge support combined with ResultsCX-managed and client-managed delivery models.
Tech-Enabled Solutions
ML-led root cause analysis, automated triaging, GenAI-powered AgentAssist, conversational bots, and omnichannel CX capabilities for enhanced efficiency and customer experience.
Proven expertise, trusted results
4.2K+
Associates
7.2M+
Hours of call / case handling
400+
Complaints projects in last 5 years
20%
of FTSE100 supported
73%
NPS
Awards & recognition
We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
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