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Complaint Handling

Turning complaints into opportunities

Manage complaints swiftly and effectively

Even the best run advisory firms may get customer complaints, especially in a world of unstable financial returns. Managing these complaints swiftly and effectively can be the difference between serious brand damage that impairs the business or brand enhancement with increased customer loyalty, referrals and goodwill.

Redland's Insight simplifies complaints management into straightforward electronic processes. When the complaints process is then integrated with the risk management and case checking, as well as the learning and development modules of Insight, substantial process efficiencies can be achieved. An integrated approach allows management to see many potential problems before they arise and act to stop them or minimise the negative effects - enabling a genuine TCF culture to operate effectively.

Through proactive management of complaints financial firms will not only meet their regulatory responsibilities, but also put in place a culture and supporting actions that ensure the service offered remains at the highest standards. Managed properly, complaints and complainants can be a great learning opportunity and they can enhance reputation and create referrals.

Redland Business Solutions Limited, No.2 Greenbox, Westonhall Road, Stoke Prior, Bromsgrove, Worcs, B60 4AL