23rd Apr 18 Complaints Handling Edinburgh
Complaints Handling
Chairman
Adam Cooper
Equiniti Charter

Balmoral Hotel, Princes Street, Edinburgh EH2 2EQ (map)

2 for 2.15pm to 4pm, followed by drinks
Discussion Topics
• Vulnerable customers
• Logging complaints at FPOC
-- logging disciplines
-- successes and failures
-- resolution rates
-- training & competence
• Benchmarking customer experience
• GDPR impact
• Quality assurance
-- current practice
-- dealing with failure
-- improving performance
• Complaints via Post Office
• FOS interaction
• Other issues
• Next 'Feature Topic' discussion

 

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