Complaints Outlook 2021

Our latest Complaints Outlook research report will provide your firm with actionable insight for every stage of the complaints journey. 

The report takes the views of customers, firms and complaint handlers to provide a unique and holistic perspective on the experience of complaints.

This research follows our landmark 2016 and 2019 reports to continue to evolve our understanding of complaints and how they can be used to drive real value for your firm.