Complaints Summit gets people talking

Grovelands holds its second Complaints Summit, bringing together industry leaders in financial services from all over the UK to focus on many of the key issues facing the industry.

On Wednesday 18th May we held our second Complaints Summit at Lutyens Restaurant on Fleet Street, London.

The Summit brought together industry leaders within financial services from all over the UK to focus on tackling many of the key issues facing the industry today, including the use of social media, root cause analysis, pay trends, PPI and the BBA review.

Once everyone had introduced themselves and what they hoped to gain, Mark Davies kicked off with the day’s agenda, which started with social media and an insightful speech by Guy Anderson, of zero G media, which quickly turned into a debate around how social media can be used to deal with complaints.

Guy suggested that online forums and social networking websites put customer’s complaints out there online for everyone to see. He said that companies who embrace social media can use this to address issues publicly and provide their customers with a better and more responsive service.

Some attendees advised the group that they are already using sites such as Facebook to improve communications with their customers.

David Leen continued the conversation as lunch was served, with people enjoying delicious Lutyens’ Burgers, Roast Landaise Chicken Forestiére and fish pies.

The topic had now moved onto pay trends and employee attrition. It was mentioned that we have seen some exodus of permanent staff moving into contracting, especially to work on PPI projects.

After finishing off our desserts the discussion continued with root cause analysis and serial complainers being the key topics of conversation. Everyone who attended the Summit was able to give their input into each topic raised, sharing ideas and knowledge on key issues that most affect their industry.

The feedback from the attendees was excellent and we hope that our second Summit provided insights and ideas to help their businesses.

We would like to thank all those who attended for their fantastic input and honesty. Looking forward to next time!

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