If a complaint goes to the Ombudsman, then you're facing hundreds of pounds in case fees to resolve the issue.

Maintaining contact with the customer when resolving their complaint is key - in this article we provide some real world pointers

Industry data shows that change of supply, billing, and read dispute complaints require further actions to resolve the issue, often...

When a customer contacts a supplier to complain, the best journey they can experience is for their issue to be resolved there and then....

Taking a hard look at your Contact to Complaint Ratio can help identify processes needing urgent improvements.

Here at BFY Group we aim to solve the most challenging problems clients face, creating opportunities for them to increase their...

Joseph supports our Retail clients to improve their operational processes and business performance.

Wade works with clients to improve processes and customer journeys.