Starling to review data policy after complaint
A customer complained that his passport details were shared with him on a URL
A sticking plaster doesn’t fix a broken leg
Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It's a little bit like trying to use a sticking plaster to fix a broken leg.
Customer complaints see 8-fold rise on social media
One in four social media users in the UK used platforms such as Facebook, Twitter, Instagram or Google+ to make a complaint over the past 3 months, according to the latest report published by The Institute of Customer Service.
Bringing complaints into focus with a series of masterclasses
The UK Customer Satisfaction Index (UKCSI) shows that customer satisfaction has fallen nationally for the second consecutive year, from 77.9 in July 2013 to 76.3 in July 2014 and is now at its lowest point since 2011.
How to implement efficient complaint handling?
Institute of Customer Service response to the Public Administration Select Committee 'More complaints please!' report
Giving evidence on complaint handling: Public Administration Select Committee
A review and summary of evidence given by CEO Jo Causon as a member of the expert witness panel investigating complaints with the Public Administration Select Committee.