Poor complaints handling is proving expensive

The news this week from the Banking sector shows that the costs of poor complaints handling should not be underestimated.  A whopping £4.5 billion is at stake in this sector for the apparent miss-selling of insurance to cover loans made. This results from a court case.  There may be an appeal so we shall need to watch the unfolding story to see what happens next.

The Banks have been trying to defend their position but it seems that over 200,000 people complained to the ombudsman.  Clearly there is a lesson here for all that deal with complaints: fairness and customer service standards must not be forgotten in the pursuit of profit.

Save money

The issue with complaints handling is that when complaints are justified, simply trying to fend them off rarely pays.  The issues often will continue to resurface as individuals search for different ways to make their case and these days’ social media campaigns are often used to put pressure on organisations.  This pushes up the costs of complaints handling and ties up staff time.

There has never been a better time to review how well your staff deal with complaints.  Often poor or inadequately trained staff are part of the issue.  Help your staff, help your organisational complaints handling.  We can help. At Training To Achieve we are one of the UK leaders in the provision of complaints handling training. Just give us a call on 0845 165 6269 to chat through your needs on a confidential basis.