This year’s Complaints Outlook continues the story of the last year's report, where we found six key themes that are important to get right along a customer’s complaint journey. Like last year, we have conducted detailed surveys, speaking with customers, complaint handlers and firms. We have used a more data driven approach this year, including a new way to analyse emotions, allowing us to be more objective, reaching better conclusions and recommendations.

We have turned the six key themes from last year into three fundamental principles that a firm needs to do well in order to be successful. These are getting it right first time, keeping the customer updated and saying sorry. If firms do these well, we can show that customers will end up feeling very valued, happy and will stay with their firms. Conversely if firms get it wrong, they end up with contemptuous, angry customers, who are very likely to leave and never come back.

Luke Wootton

Luke Wootton

Director of Client Relationships, Huntswood

Luke joined Huntswood in 2012 and has since undertaken a variety of roles in support of the conduct and operational needs of our clients across a rang...

Luke joined Huntswood in 2012 and has since undertaken a variety of roles in support of the conduct and operational needs of our clients across a range of disciplines including sales & servicing, quality assurance, complaints and remediation.

Luke's experience spans a number of sectors including Consumer Credit as it transitioned to FCA authorisation, in addition to leading Huntswood's Insurance market activity and client engagement through the operational challenges posed by the pension reforms.

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Fiona Turner

Fiona Turner

Head of Financial Inclusion, Capability and Vulnerability at UK Finance

Fiona has 25 years banking experience spanning personal and corporate banking, payments, risk, regulatory and consumer affairs. She leads on financial...

Fiona has 25 years banking experience spanning personal and corporate banking, payments, risk, regulatory and consumer affairs. She leads on financial inclusion, capability and vulnerability policy at UK Finance and works with Members to deliver positive change which improves the experience for the most vulnerable members of our society. An advocate for inclusive design, she led the development of the first accessible debit card and the vulnerable customer response to the COVID19 pandemic. She was a Commissioner on the Extra Costs Commission, an independent enquiry into the extra costs incurred by disabled people.  She is a Fellow of the RSA, and an alumni of the University of Cambridge, Institute for Sustainability Leadership Programme.

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Craig Koch

Craig Koch

Head of Insight, Huntswood

Before starting at Huntswood in 2021, Craig worked in the oil and gas industry as an exploration geologist for 15 years. This role required compiling ...

Before starting at Huntswood in 2021, Craig worked in the oil and gas industry as an exploration geologist for 15 years. This role required compiling and analysing large amounts and types of data from many different sources, weaving it into coherent and compelling stories in order to assess the geological risk of basins from around the world. He has managed a wide variety of projects, from small assessments of oil company acreage to large, multi-year projects for several oil and gas Ministries of African and Middle Eastern countries.

 At Hunstwood, he has most recently been using his skills researching and writing Huntswood’s latest Complaints Outlook report.

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Huntswood

Huntswood

When our clients need support, the issue almost always involves customer considerations, it is often multi-channel and always requires an approach tha...

When our clients need support, the issue almost always involves customer considerations, it is often multi-channel and always requires an approach that is compliant with regulation.
In our engagement with clients, we are above all else, collaborative and always at the forefront in the development of innovative, tailored and transformative solutions. These typically combine people, processes and technology to drive better customer, commercial, and regulatory outcomes.
Our services include resourcing and outsourcing solutions, backed up by an expert advisory capability.
We have a solid reputation for being easy to work with, earned through continuous improvement and consistency in exceeding our clients' expectations throughout all stages of delivery.

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