Ombudsman

How to prevent utility customer service delivering a shock

Published on: October 06, 2015

Author: Eptica

Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. The top performing utility (SSE) received just 47 complaints per 100,000 customers, yet another had 944 – over 20 times more. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015.

Dealing with the rising number of customer complaints

Published on: August 26, 2015

Author: Pauline Ashenden - Demand Generation Manager

Over the last ten years, customers have become increasingly more demanding in terms of the service that they expect from companies. At the same time, and as part of the same trend, governments have acted to make it easier and more straightforward to complain, particularly in industries such as telecoms, utilities and finance. They have set up new regulators and ombudsmen...