In May we released the Complaints Outlook 2022 

In our latest version, we have turned the six key themes from the 2021 report into three fundamental principles that a firm needs to do well in order to deliver a successful complaint journey for their customers.

Download the Complaints Outlook 2022 report

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.

Download now and get access to:

Process blue

Actionable insight at each stage of the complaints journey

Data blue

Best practice guidance from across sectors

Vision blue

An understanding of the customers emotional journey

Person star blue

The value your firms can access by getting complaints right