Best Practice Blog
Welcome to our blog where we share articles for the profession on best practice in complaint handling.
Be clear, open and transparent with customers from the start
This article was first published in The Scotsman on 11 July 2022
Embracing consumer rights is good for business
This article was first published in The Scotsman on 16 May 2022
Listening and learning is the most important thing to do
This article was first published in The Scotsman on 21 March 2022
Early Resolution - are you missing an opportunity?
In the past few months we've been focussing on the early resolution of complaints. In this article for our newsletter, Susan Williams outlines the benefits.
Driving forward, leaving no one behind
We firmly believe that the drive to digital will improve our business and deliver for our customers.
We’re also aware that we need to take people with us on this journey, and ensure we don’t leave anyone behind.
Recognising complaints will lead to happy customers
This article was first published in The Scotsman on 14 June 2021
A failure to communicate is key to so many complaints
This article first appeared in The Scotsman on 22 February 2021
Don’t dismiss the chance to learn from your mistakes
This article first appeared in The Scotsman on 28 December 2020
It has never been more important to recognise vulnerability
This article was first published in The Scotsman on 31 August 2020
Early resolution of complaints allows both parties to move on
This article was first published in The Scotsman on 25 November 2019