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Premium Credit triumphs at UK Complaint Handling Awards

Brokers / 6th March

Premium Credit has achieved the bronze award in the ‘Most Improved Complaint Handling - Financial Services’ category at the UK Complaint Handling Awards securing success ahead of a strong field.

Now in its 4th year, the Awards recognise inspiring organisations from across the country who are dedicated to effective complaint management, promoting excellence and best practice sharing. The results were announced at a gala awards ceremony following an intensive submission entry and presentation process adjudicated by an independent judging panel.

Premium Credit’s entry outlined their significant improvements in complaints handling, delivering benefits for customers and the business.

These improvements included:

• Transforming the complaints management process
• Building company-wide awareness and ownership of complaints
• Providing a full root cause analysis and corrective activity approach
• Delivering sector leading complaints management performance

Premium Credit’s approach to improving complaint handling has included the re-training of all customer facing teams on new processes; centralised control governance; improved Executive and Senior Management oversight; raised standards in management information reporting and implementation of resolution communications.

Tara Waite, Premium Credit’s CEO commented: “We are absolutely delighted to have been named as a bronze award winner at the UK Complaint Handling Awards. In a fast-paced and consumer-driven age our clients and their customers expect a clear multi-channel complaints process. Being shortlisted and securing this award demonstrates that we are going the extra mile to deliver outstanding complaints handling designed to increase engagement, loyalty and turnover.

Waite added: We continually refine our complaints and resolution processes to ensure standards are sector leading. Learning from mistakes helps us to improve our partner and customer experience whilst strengthening our brand, reputation and business performance.”

Bronze Winners of 'Most Improved Complaints Handling - Financial Services' Award