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Complaints cost UK economy £23 billion a year

by Lynne Campbell | Posted in Complaints management solutions | 10 April 2018

Complaints cost UK economy £23 billion a year…what share is your organisation causing and carrying?

Citizens Advice has called for the government to simplify and improve processes for resolving consumer problems.

Complaints cost UK economy £23 billion a year
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Avert customer service disaster with a dedicated complaints tracking system

by Lynne Campbell | Posted in Complaints management solutions | 22 February 2018

Many veins run through a complaint. Properly recorded and analysed, the lessons learned really can become the lifeblood of continuous improvement and disaster aversion. Squander these opportunities to improve and your organisation risks death by a thousand cuts.

Avert customer service disaster with a dedicated complaints tracking system
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Don’t fear customer complaints

by Lynne Campbell | Posted in Complaints management solutions | 20 July 2017

Organisations that embrace complaints have the opportunity to improve their systems and processes and restore goodwill with their customers - they provide the essential feedback we need.

Don’t fear customer complaints
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The Ombudsman's Nightmare

by Lynne Campbell | Posted in Complaints management solutions | 18 July 2017

The secret to dealing with difficult complainants is in having robust and transparent complaint handling systems and processes, according to Amy Fish of Concordia University.

The Ombudsman's Nightmare
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Trust is 'vital' in effective complaint handling

by Lynne Campbell | Posted in Complaints management solutions | 6 June 2017

Ontario Ombudsman Paul Dubé stressed the importance of a fair and credible complaints handling process during his keynote speech at the recent 2017 Forum of Canadian Ombudsman Conference in Canada.  

Trust is 'vital' in effective complaint handling
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Customer complaints on increase in Scotland

by Lynne Campbell | Posted in Complaints management solutions | 2 June 2017

Scottish businesses need to take action to deal with customer complaints, says a report.

The latest data published by Ombudsman services, an independent provider of complaint resolution services, found that there has been an increase of 4 per cent in customer complaints in businesses across Scotland.

Customer complaints on increase in Scotland
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Learn from your mistakes in complaint handling

by Lynne Campbell | Posted in Complaints management solutions | 5 April 2017

Companies who invest in complaints handling systems and software have an opportunity to learn from their mistakes, reduce risk and improve customer satisfaction.

Learn from your mistakes in complaint handling
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Workpro Complaints Overview

by Lynne Campbell | Posted in Complaints management solutions | 21 March 2017

This short video introduces Workpro software for complaints management.  It gives an overview of the main features and benefits, with some short product video clips to whet your appetite!

Workpro Complaints Overview
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Complaint handling: Spreadsheets aren’t good enough!

by Lynne Campbell | Posted in Complaints management solutions | 9 February 2017

Relying on spreadsheets or your CRM to handle complaints management could soon end up causing you additional stress and costing you time and money! We give our top five reasons why we believe that you should consider the benefits of dedicated complaint handling software.

Complaint handling: Spreadsheets aren’t good enough!
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Customer complaints: dealing with repeat complainants

by Lynne Campbell | Posted in Complaints management solutions | 24 January 2017

Persistent customer complaints can be the most difficult for organisations to handle effectively and it’s easy for emotions to run high; whether it’s multiple complaints about one issue or repeated frustration from one particular customer.

The complaint handling experts at Workpro have put together these top 5 tips to help you maintain control, reduce frustration and handle repeat customer complaints more effectively.

 

Customer complaints: dealing with repeat complainants
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How much are complaints costing your business?

by Lynne Campbell | Posted in Complaints management solutions | 24 November 2016

Business leaders that tackle customer complaints and implement a good complaints management system will boost customer retention and save costs.

There is no doubt that there are some costs associated with implementing a good complaints management system into your organisation, but you may be unaware of the harm and greater costs that poor complaints handling is causing to your business.?

How much are complaints costing your business?
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How the Local Government Ombudsman met a 37% budget cut and thrived.

by Lynne Campbell | Posted in Complaints management solutions | 16 November 2016

Faced with a budget cut of 37%, the Local Government Ombudsman (LGO) implemented a radical business transformation project, which combined significant culture change with simplified, streamlined ways of working.

A key part of the organisational revamp was updating their Workpro case management system to match and support their redesigned business processes.

How the Local Government Ombudsman met a 37% budget cut and thrived.
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Yellow lines, red tape and poor complaint handling

by Ken Naismith | Posted in Complaints management solutions | 31 August 2016

Just how far do companies allow things to go with a complaint, irritating a customer? And what impact does this have on caring team members?

CAS Chief Executive Ken Naismith has been giving this some thought after he found himself embroiled in his own real-life example of a badly-handled complaint.

Yellow lines, red tape and poor complaint handling
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Healthy trade between Scotland and Canada

by Lynne Campbell | Posted in Complaints management solutions | 11 August 2016

Ontario’s first Patient Ombudsman came into effect on July 1st 2016.

A robust procurement exercise led to the selection of Workpro case management software from Edinburgh-based Computer Application Services Ltd (CAS).

Healthy trade between Scotland and Canada
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£18m is the tip of the cost iceberg from 1 million complaints

by Ken Naismith | Posted in Complaints management solutions | 17 May 2016

It's a big headline number. A payment of £18m in consumer redress was imposed on Scottish Power following an investigation by regulator Ofgem into poor customer service and complaints handling. Problems which led to more than 1 million complaints within 18 months.

But the true cost goes beyond the compensation payments. Might it look something like this?...

£18m is the tip of the cost iceberg from 1 million complaints
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A small team can make big demands on affordable case management software

by Lynne Campbell | Posted in Complaints management solutions | 7 April 2016

“Teams of all sizes can individually benefit from the collective experience, and cumulative spend, of the Ombudsman community”

If you are one of the “big players”, there are a number of systems available to support your case management – the bigger the budget, the wider the choice.  But finding affordable software for smaller casework teams can be something of a challenge.  Indeed schemes of all sizes have to ensure that their case management system is giving them value for money.

 

A small team can make big demands on affordable case management software
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Ombudsmen show complaints-handling expertise in addressing online critics

by Eskimo Commands | Posted in Complaints management solutions | 4 February 2016

Ombudsman schemes - so used to dealing with complaints about other organisations - are facing a new challenge, the phenomenon of online critics.

Ombudsmen show complaints-handling expertise in addressing online critics
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by Eskimo Commands | Posted in Complaints management solutions | 15 December 2015

Health service ombudsman Julie Mellor has described the NHS in England as responding to concerns and complaints with a "wall of silence". Her powerful criticism came as a new report was published into the quality of NHS complaints investigations.

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Complaint handling: avoid spending more than a penny

by Eskimo Commands | Posted in Complaints management solutions | 8 October 2015

Complaints are inevitable at some point for most organisations; it is how they are dealt with that matters. A swift response is crucial, not just for keeping the customer happy but also to keep costs down.

Complaint handling:  avoid spending more than a penny
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New Complaints Handling Standard Published

by Eskimo Commands | Posted in Complaints management solutions | 10 September 2015

Long gone are the days when complaints had to be made by writing a letter and sending it in the post. Now there are so many ways for unhappy customers to make their views known, including social media, with the frightening possibility that a complaint can be seen by hundreds or even thousands of people. It is a potential minefield for a company's reputation. Thankfully there is new help available from BSI to make it easier for organisations to negotiate the tricky complaints handling process.

New Complaints Handling Standard Published
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Assessing NHS Complaint Handling. It's All In The Name...WellHandled

by Ken Naismith | Posted in Complaints management solutions | 1 September 2015

Well handled complaints really are crucial in the NHS. This has become even clearer to us at Workpro after we had a fascinating meeting with a specialist feedback and complaints consultancy service that has a particularly appropriate name: WellHandled.

Assessing NHS Complaint Handling. It's All In The Name...WellHandled
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The Human Cost of Poor Complaints Handling

by Eskimo Commands | Posted in Complaints management solutions | 26 August 2015

The devastating impact on families and loved ones of poor complaints handling by health and care providers is highlighted in a new report. It suggests there is considerable room for improvement.

The Human Cost of Poor Complaints Handling
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The Complaints Handling Process- a recent experience!

by Lynne Campbell | Posted in Complaints management solutions | 10 June 2015

Ofcom has revealed the latest figures for the best and worst customer complaints for landline and broadband service, with EE receiving the most complaints. However, data for the nine months to Dec 2014 showed a continuing decline in total volume of complaints overall. This led me to wonder - are services getting better? Are customers becoming less likely to complain (contrary to what general trends would suggest)? Or is another factor at work?

The Complaints Handling Process- a recent experience!
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5 Tips for Integrating your Website with your Complaints Management System

by Lynne Campbell | Posted in Complaints management solutions | 2 April 2015

Certain considerations come up every time we discuss website integration with Workpro case management software clients so our Business Relationship Manager has created a summary list as a useful starting point for your own website integration project.

5 Tips for Integrating your Website with your Complaints Management System
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The New Standard for Managing Complaints

by Lynne Campbell | Posted in Complaints management solutions | 1 April 2015

Hands up, be honest, who knew that there was a British Standard for the management of customer complaints?

The most recent standard in this area (ISO 10002) was published several years ago and we believe, with so many organisations being penalised for badly handling complaints, it is high time for a new standard in this area. Best practice, as well as the technologies available to support it, have moved on considerably.

So timing couldn’t be better for BSI’s forthcoming publication of an up-to-date standard....

The New Standard for Managing Complaints
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Revised NHS Complaints Procedure

by Lynne Campbell | Posted in Complaints management solutions | 3 March 2015

The Scottish Government is proposing changes to the NHS procedure for handling complaints. Key NHS stakeholders in Scotland were notified of this in writing on the 28th January 2015 (see SPSO News dated 18th February 2015).

Revised NHS Complaints Procedure
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Complaints Managers Save and Shine!

by Ken Naismith | Posted in Complaints management solutions | 19 February 2015

It's hardly the headline you'd expect to see in professional publications - more like an ad for a wonder spray that's on special offer.  Workpro complaint management software is not quite a magic wand, but organisations are invited to save a whole lot of time and trouble while they return the shine to a tarnished reputation by bearing in mind a simple rule...

Complaints Managers Save and Shine!
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Alternative Dispute Resolution makes us all do...

by Ken Naismith | Posted in Complaints management solutions | 5 February 2015

...what the best organisations have been doing for years.

Alternative Dispute Resolution makes us all do...
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Legal Complaints handling guide: A smaller solution

by Lynne Campbell | Posted in Complaints management solutions | 22 January 2015

The legal profession is putting its weight behind the importance of good complaint handling. Increasingly organisations are required to demonstrate that clients can easily and constructively complain and achieve resolution without the need for costly legal action.

Legal Complaints handling guide: A smaller solution
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Complaints Myths and our Busts!

by Lynne Campbell | Posted in Complaints management solutions | 4 December 2014

Our five busts to some of the most common complaints handling myths...

Complaints Myths and our Busts!
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by Ken Naismith | Posted in Complaints management solutions | 27 November 2014

Speaking at a recent complaint handling seminar in London, one of our customers made a very valid point; there's a big difference between a person being outraged about something that doesn't suit them, and an outrage being committed against them.

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by Lynne Campbell | Posted in Complaints management solutions | 30 October 2014

Traditionally, if a customer received a bad experience from a product or service, they would go and tell their close friends and family. Perhaps no more than a handful of people would hear about it.

Now, with the power of social media, a customer can vent about their experience immediately and to an incredibly large audience.

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by Lynne Campbell | Posted in Complaints management solutions | 21 October 2014

Handling complaints is possibly the most important aspect of customer relations - so why do we fear them so much? A badly managed complaint can lose your business valuable time, resources and customers, and as businesses we often fear them. Do not worry we are here to help!

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by Lynne Campbell | Posted in Complaints management solutions | 8 October 2014

When it comes to complaints, persistent complaints can be the most difficult to deal with; whether it is dozens of complaints about one issue or repeated frustration from one particular customer. Now that it is easy and quick for customers to complain, you might even find the same complaint coming in through several different outlets. Here are our top tips for dealing with repeat complaints…

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by Lynne Campbell | Posted in Complaints management solutions | 25 September 2014

Ever thought that your complaints can be handled more effectively, or had a further complaint due to a poorly managed existing complaint? Having a complaints management system to collate and collect these issues has many advantages…

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by Ken Naismith | Posted in Complaints management solutions | 27 July 2014

Faced with a complaint (and even the best organisation gets them) an organisation not only has the potential cost of putting the situation right (such as compensating the ill-served), but risks big fines for poor complaints handling, for the lack of a good system itself. Homeserve  were fined £30.6m by the FCA * earlier this year for poor complaints handling. Complaints handling at Npower  is currently under investigation from Ofgem

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by Ken Naismith | Posted in Complaints management solutions | 4 June 2014

It used to be said that UK citizens were poor at complaining.  Picture a restaurant scene - diners discussing how disappointing the meal is, yet when the waiter asks how everything is, "Fine thanks" comes the grimacing chorus. 

If you work in front line services you'll have realised that Britain its finding its voice (and not just for talent shows).  Not only more willing to complain, we have latched on to the US compensation culture which, until recently, was so derided elsewhere. 

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by Ken Naismith | Posted in Complaints management solutions | 28 May 2014

As a supplier of complaint management software to several UK and Irish Ombudsman and Commissioner schemes, I had the opportunity to attend the Ombudsman Association’s  annual conference earlier this month (15-16 May, 2014). I was struck by the Ombudsman community’s concern to ensure they are visible and accessible to the people who need them, and how important it is for suppliers like ourselves to ensure our software supports them in that goal.

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by Lynne Campbell | Posted in Complaints management solutions | 7 May 2014

At CAS, our mission is to minimise the impact of complaints while maximising the opportunities they afford.

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by Lynne Campbell | Posted in Complaints management solutions | 27 March 2014

Consumer group Which? recently launched a campaign designed to make sure that public service organisations take action when people complain about the services they have received.

It’s just the latest in a series of moves to empower the consumers of both public and private services – and in our view it is a positive move. Why? Because at the end of the day effective complaints systems not only benefit the people complaining but also the organisations complained against.

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by Lynne Campbell | Posted in Complaints management solutions | 13 February 2014

My last blog post was about the cost of complaints. But what about the non-financial costs of complaints? Or to put it another way: the benefits of complaints.

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by Lynne Campbell | Posted in Complaints management solutions | 4 December 2013
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15 hours ago

Which? calls for improved #complainthandling processes at Britain's train companies https://t.co/hsVpLv5exB

- Lynn Campbell @WorkproUK
yesterday

A useful offer from @Huntswood: "Firms often experience an increase in the volume, complexity and urgency of consum… https://t.co/l3EOqMOBjr

- Lynn Campbell @WorkproUK
2 days ago

Summer 2019 opportunity for female software engineering student: paid placement @CASLtdUK. Develop commercial produ… https://t.co/VB2eOzGQbv

- Lynn Campbell @WorkproUK
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