Complaint handling times were too slow, poor allocation of complaints and lack of responsibility was impacting the overall client satisfaction ratings.

To ensure complaints were quickly and effectively allocated to correct personnel , relevant action taken and client contact made within SLA.

Implemented and rolled out new process, documented, educated teams and gained agreement for (SPOC) single point of contacts to take responsibility and apply the resolution.

Complaint resolution times decreased by 30%, handling times reduced by 3 hours per complaint resulting in an overall increase in client satisfaction by 25%.