Complaints Outlook 2019: Driving value through complaints excellence

Date:  Thursday 12th September 2019
Timings:  13:30 – 17:30 (registration from 13:00) The event will be followed by networking drinks
Venue:  Cavendish Venues, America Square Conference Centre, 17 Crosswall, London, EC3N 2LB (view in GoogleMaps)

We’re pleased to invite you to the launch event for Huntswood’s Complaints Outlook 2019 (CO19).

Following the success of our Complaints Outlook 2016, Huntswood – with the assistance of research partners, YouGov, and associates at The Henley Business School and Resolver – has developed the most thorough, independent analysis of complaints handling across the UK.

Based on a nationally representative survey of more than 5,500 consumers and interviews with over 30 leading businesses across financial services and utilities, the Complaints Outlook 2019 will become the ‘go to’ complaints handling handbook for the foreseeable future.

This event will bring together industry leaders, customer-experience experts and Huntswood representatives in a discussion around the continuing journey towards “complaints excellence”, using some of the key findings from the report to open the way forward.


  1. Objectives of the Complaints Outlook 2019
    Paul Scott, Chief Commercial Officer, Huntswood
  2. Research approach and methodology
    Matt Palframan, Director, Financial Services Research, YouGov
    Kate Woollard, Engagement and Brand Manager, Huntswood 
  3. Driving deeper, more valuable relationships with existing customers
    Professor Moira Clark, Director, Henley Centre for Customer Management
  4. Panel session: The value equation – what value can be derived from complaints excellence?
    Luke Wootton, Director of Business Development, Huntswood (Panel Chair)
    Professor Moira Clark, Director, Henley Centre for Customer Management
    Christopher Ward, Customer Relations Manager, Co-op Insurance
    Amy Lloyd-Jones, Senior Complaints Manager, Utility Warehouse
    Matt Drage, Head of External Engagement, Huntswood
  5. Winning new customers through advocacy
    Zein Al-Bader, Director of Commercial Solutions, Huntswood
  6. Panel session: Making the complaints process more efficient and resilient – what role can technology play?
    Gerry Dique, Head of Client Technology, Huntswood (Panel Chair)
    James Walker, Founder, Resolver
    Mark Chambers, Senior Director of International Sales, Aptean
    Simon Crowe, Sales Director – EMEA, Glassbox
  7. The human element – Getting the focus on delivering excellence within customer contact
    Liz Barclay, Consumer champion, broadcaster, producer, writer and speaker