Why complaints handling feels harder today, and how training can support staff confidence, judgement and defensible decision-making in public-facing organisations.
Low complaint volumes can hide risk. Learn why barriers to complaining prevent early insight and how accessible processes protect organisations.
Policies are often written with good intent, but over time they can drift away from day-to-day reality. This piece looks at how that gap creates dissatisfaction and why realistic...
Complaints are early warning signs. Learn why low complaint numbers can hide deeper issues, and how organisations can use complaints data to improve services and build trust.
Yesterday, I supported a Local Authority with some advice on best-practice complaints handling. The complaint itself was complex, sensitive and had been running for almost two years. Multiple decisions....
Artificial intelligence is changing both the volume and shape of complaints that organisations receive. Tools like large language models allow complainants to generate clear, formal, legal-sounding grievance...
Practical de-escalation techniques complaint teams can use immediately to reduce escalation, improve trust and protect staff wellbeing.