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Many organisations still view complaint management primarily as a regulatory requirement. A necessary control designed to reduce risk, satisfy regulators and resolve issues once something has gone wrong. That perspective is becoming increasingly outdated. Having worked with complaint operations across multiple sectors, one thing has become clear: the organisations extracting

Complaints are often treated as an operational burden. They arrive late in a customer journey, demand time and resource, and carry regulatory and reputational risk. So organisations do what they are designed to do: they process them efficiently, bring them to closure, and move on. But in doing so, most