Following the success of our Complaints Outlook 2019, we will be partnering with YouGov again this year to carry out new complaints research.

Our next Complaints Outlook will be focusing on understanding best-in-class performances at each stage of the customer journey and the emotional impact these experiences have on the customer. The aim of this year’s research is to provide a comprehensive view on how to access the hidden value locked in complaints - first identified in the 2019 research.

We will be completing research with firms and consumers and adding a new stream of research that will enable us to understand the experience of complaint handling staff.

Why take part?

If your firm takes part in the research you'll be the first to receive our outputs. Not only that, you'll receive a bespoke benchmarking report looking at your firm's individual performance. In addition, we'd love for you to share our complaint handling survey with your complaints teams so we can share with you how your team is comparing against others.

When will the research take place?

Due to the current situation with COVID-19 we will be using online surveys and will not be offering face-to-face interviews at this stage. We really appreciate your support in enabling this research to continue by taking the time to complete the surveys digitally.

We will be launching the research this Spring through online surveys, so register now to receive your invitation. In the meantime, you can find last year's report and our interactive value calculator at