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Complaint management

Effective complaint management can go a long way in driving customer loyalty and ultimately developing more business. When a complaint is resolved efficiently, you have a greater opportunity to develop stronger relationships with your customers. 

Track, manage, resolve

Equiniti is a trusted partner in complaint management, with our software currently managing over 4.5 million complaints for some of the most highly regulated organisations in the UK.

Our complaint management solution captures, manages and tracks your complaints from initial contact through to resolution, helping organisations to process a complaint through any channel in their organisation, whether call centre, branch or online. It produces all the required communications including letters and detailed management information and reports which are essential in determining the root cause of complaints.

It provides accountability throughout the complaint journey, enabling organisations to remain compliant, and can be customised to handle the complaint processes of a range of regulated organisations.

Key benefits

  • Single view of all activity related to the complaint
  • Full auditability and accountability
  • Flexibility to support on-going business and legislative change
  • Efficient and faster access from any location and any device
  • Rapid customisation and deployment
  • Many options for integrating with existing customer management and administration systems
  • Fully hosted service available

More information on Complaint management:

There are multiple benefits of setting up a complaints management system.

As we continue to move forward in a world where citizens want bigger and better levels of engagement and interaction with organisations than ever before, the importance of an effective feedback and complaint management process is growing. The more public bodies interact with citizens, the more they feel comfortable passing their thoughts back to them, whether they’re in the form of praise or complaints.  Read more here

Complaint management in the public sector.

As a nation, we’re experts at complaining and citizens now demand that their grievances are dealt with more quickly and efficiently than ever before. If they aren't, they take to public channels to ensure that their voices are heard. We have designed a seven step guide to assist public bodies. Read more here

How do organisations benefit from complaints?

Organisations that use complaints as an opportunity to improve practices and challenge existing behaviours find that the improvements gained are so worthwhile that they actively welcome complaints. How to benefit from complaints is the remarkable upside from receiving complaints. Read more here

Invest in streamlining to save in the long term

It’s not difficult to see how a failure at any stage of a complaint process can see complaints mismanaged. Use of make-shift technology solutions can impede workflow while inappropriately trained staff can see complaints passed like the proverbial hot potato! As a result, complaints can take too long to resolve leading to public bodies seeing its name and reputation damaged. By streamlining the process, complaints are auctioned and resolved in a timely manner, improving efficiencies across the organisation. But how do you do this? Read more here

Why complaint handling needs to change

In Government circles, the predominant mode of communication offered on ‘How to make a complaint’ pages remains email or phone lines, while some still insist on only accepting complaints via pen and paper. With the ever increasing number of communicate channels, organisations need to think digital and make themselves available where their citizens and customers are and match up with what is now the expected norm in terms of methods of communication. Read more here

This is great, but how do I implement a complaints management system?

First of all, a complaints management system that successfully deals with grievances requires the right mix of people, processes and technology.

You need to set goals around what you want to achieve from the final complaint management platform that you implement. It's wise to check these against what you are currently doing. Next it's essential to understand your audience... Read more here