In our Complaints Outlook 2022 report, we have turned the six key themes from the 2021 edition into three fundamental principles that a firm needs to do well in order to deliver a successful complaint journey for their customers.

If firms do these well, we can show that you that customers end up feeling very valued, happy and will remain a loyal customer. Conversely if firms get it wrong, they will end up with customers feeling contempt and anger, who are likely to leave and never come back.

Download the report now and read what best practice complaint handling looks like, along with detailed insight to inform operating model design based on real-life customer experiences.