12th February 2021
Getting a handle on complaints
We won Bronze at the 2020 UK Complaint Handling Awards, beating some tough competition. Whilst it is great recognition of all the work that resulted in this win, what really counts is the positive impact these changes have provided for the benefit of our customers, partners and ultimately, our business. The architect of these changes is Paul Barclay, our Head of Partner Operations & Customer Service, who with the help of his dynamic team managed by Nadine Ross, explain how they transformed the complaints handling department.