UK Complaint Handling Awards

Brokers / 18th December 2019

Premium Credit shortlisted at UK Complaint Handling Awards

Premium Credit has been shortlisted in two categories of the UK Complaint Handling Awards. Final judging will be between Premium Credit and well-known brands including Royal Bank of Scotland, The Co-op, Barclays and Virgin Money in categories relating to transforming customer relations and improvements in complaint handling.

Now in its 4th year, the UK Complaint Handling Awards recognise inspiring organisations who are dedicated to effective complaint management. The Awards promote excellence and best practice sharing with a wide range of businesses represented from across the economy.

Premium Credit’s entry outlined their significant improvements in complaints handling that delivered benefits for customers and the business. These improvements included:

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

James Radford, Premium Credit’s COO commented: “We are delighted to have been shortlisted at the UK Complaint Handling Awards. Though our numbers are low, successful complaint processing and resolution is essential for customers and partners. Learning from our mistakes, helps us to improve their experience, protect the brand and drive the business performance.”

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

The Awards, which have recently been accredited with the Gold Standard in the Awards Trust Mark Scheme from the Independent Awards Standards Council, follow final presentations and judging on the 5th March 2020 at Park Plaza Riverbank, London.

https://www.complaintsawards.co.uk/

We are delighted to have been shortlisted at the UK Complaint Handling Awards. Though our numbers are low, successful complaint processing and resolution is essential for customers and partners. Learning from our mistakes, helps us to improve their experience, protect the brand and drive the business performance.
James Radford, Chief Operating Officer, Premium Credit
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