The UK Complaint Handling Awards 2019 | Awards International |

Now in its 3rd year, the UK Complaint Handling Awards continue to be the only awards programme in the UK to recognise the inspiring organisations who are dedicated to effective complaint handling.

Serious companies do not shy away from complaints but use them to strengthen their reputation and retain a loyal customer base. Joining the awards this year gives you the valuable opportunity to showcase the great work you do to your customers and competition, while rewarding the amazing complaint-handling heroes within your company.

The UK Complaint Handling Awards promote excellence and best practice sharing with other leading performers in this area, and the awards finals offer excellent brand positioning and strong networking opportunities with many cross-sector companies. The awards aim to celebrate diverse enterprises by bringing together in one place, and in one day, the leading examples of great complaint handling practices.

The awards have recently been accredited with the Gold standard in the Awards Trust Mark scheme from The Independent Awards Standards Council. This means the awards met the highest standard in the areas of scoring, feedback, transparency and judging.

Categories
• Artificial Intelligence
• Innovation In Complaint Management
• Complaint Management Process B2c
• Complaint Management Process B2b
• Utilising Consumer Reviews
• Most Improved Complaint Handling
• Pro-active Complaint Handling
• Customer Insight Strategy
• Customer Relations & Remediation
• Customers As Brand Advocates
• Most Efficient Complaint Handling
• Best Outsourced Complaint Handling
• Best Complaint Handling Training
• Best Use Of Customers Insight & Feedback
• Product & Service Improvement

People Specific
• Best Complaint Handler
• Complaints Professional
• Complaint Handling Leader
• Best Complaint Handling Team Of The Year
• Overall Winner

2018 Winners

OVERALL WINNER
• NewDay

BEST BANKING & INVESTMENT
• Virgin Money PLC

BEST CONTACT CENTRE
• Co-op

BEST FINANCE & INSURANCE
• HSBC UK

BEST HOSPITALITY/LEISURE/TRANSPORT & TRAVEL
• Thomas Cook

BEST PERSONAL ENTERTAINMENT & TELECOMS
• Giffgaff & Firstsource

BEST UTILITIES
• Severn Trent Water

BEST DIGITAL
• CrossCountry

MOST IMPROVED COMPLAINT HANDLING
• Virgin Money

MOST IMPROVED COMPLAINT HANDLING
• Virgin Money

PRODUCT & SERVICE IMPROVEMENT- IMPROVING CUSTOMER EXPERIENCE
• HSBC Mortgages

PRODUCT & SERVICES IMPROVEMENT- TRANSFORMING CUSTOMER RELATIONS
• Co-op

PRO-ACTIVE COMPLAINT HANDLING
• Virgin Money

PRO-ACTIVE COMPLAINT HANDLING- UTILITIES
• United Utilities

UTILISING CONSUMER REVIEWS
• Sage in partnership with Trustpilot

MANAGING YOUR PEOPLE
• NewDay

LEADER
• Emma Donnelly, Head of Customer Relations, CrossCountry

TEAM
• BT Business and Public Sector Complaints

TEAM - FINANCIAL SERVICES
• Virgin Money

TEAM - UTILITIES, HOUSING & TRAINS
• United Utilities

OUTSTANDING CONTRIBUTION
• Gordon Rimmer, Complaints Handling Awards judge, Director of Marketing, Connect Managed Services

OUTSTANDING CONTRIBUTION
• Rob Ettridge, Complaints Handling Awards judge, Partner Red Lorry Yellow Lorry

OVERALL BEST TEAM
• Virgin Money