Congratulations to the Close Brothers Complaints Handling team, who won Gold at the prestigious UK Complaints Handling Awards last week, alongside Aptean, supplier of our complaints handling system. Together, we beat off some stiff competition in the process.
The award was for ‘Best Use of Customer Insight and Feedback’ and is awarded to organisations that can successfully interpret the thoughts and feelings of their customers, and translate this knowledge into better performance.
The submission focused on the reduction of the number of Root Cause Analysis (RCA) codes across the constituent divisions, reducing complexity and allowing for better comprehension of complaint trends and systemic issues, reaching a stage where the team could standardise processes while maintaining the business-specific capabilities required by each division.
What resulted was a refined list of RCA codes and a redesign of the structure as to where, and how, RCA codes are applied. The user experience has been greatly improved with the changes instrumental in achieving a monthly drop in customer complaint volumes.