This article is part of LeO News, edition 25.
Below is an example of a firm making a positive change to improve their service. This features in our updated Best Practice Complaint Handling Guide as it is a great example of a firm making a small change that has the potential to make a big difference to them and their customers.
This case study was sent to us from a firm following a workshop we held with them. Over the last year we have had the opportunity to work more closely with firms and we’ve been able to provide as well as receive useful feedback. This is something we’d like to continue to do and we are exploring ways in which we can make this happen so that we have a bigger impact on improvements within the sector.
Having the opportunity to work with firms on a 1:1 basis, has provided us with an insight into various practices and procedures that we feel are creating barriers to resolving first tier complaints.
These are addressed in our updated Best Practice Complaint Handling Guide and you can find out more about it here.
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