Following the success of our Complaints Outlook 2019 research report, we are conducting new research with Firms, complaint handlers and consumers across all sectors.

This year, we are keen to understand best-in-class performances at each stage of the customer's complaint journey and the emotional impact these experiences have on the customer.

Our research findings will help firms access the hidden value locked in complaints (as first identified in our latest Complaints Outlook 2019 report) and help to improve the complaint handlers' and customers' experience.

Does your firm want to unlock the hidden value in complaints? If yes, we want to hear from you!

This survey should take no longer than 45 minutes to complete. You can save and return as many times as you like before submitting your responses by the end of July 2020.

Remember, by taking part you’ll receive the Complaints Outlook report, a benchmarking report of your firm’s performance with recommendations and an exclusive invitation to our launch event!

Why stop there? We’d love for you to share our Complaint Handler survey with your complaints handling team who deal with non-PPI customer complaints whether in a branch, call centre or within a central complaints department. Not only will you receive a benchmarking report on the responses from your complaint handlers, your complaints handlers will also be in for a chance of winning a brand new iPad!

Take part in the firm research  

Do you deal with non-PPI customer complaints - in a branch, call centre or within a central complaints department? If yes, we want to hear from you!

Your insight and first-hand experience in managing complaints, will help companies improve their complaints processes and most importantly, enhance your experience as a complaint handler and the customers' experience too.

Not only that, you’ll be in for a chance of WINNING A BRAND NEW IPAD!

So why wait, take our 20-minute survey today. You can save and return as many times as you like before submitting your responses by the end of July 2020.

Take me to the complaint handler survey  

If you have any questions about the research, you can always get in touch with our friendly team at complaintsoutlook@huntswood.com and we’ll be happy to help.