BFY helps medium sized supplier reduce complaints by 33%

Written by Joseph Cooper
08 Aug 2023
Complaints Industry Operations


Our client was recording a high number of complaints and wanted support in identifying where and how to make rapid improvements.


BFY utilised its team of subject matter experts to conduct a rapid review of the supplier’s approach to recognising complaints.

We ran workshops with the client’s regulation and compliance teams to assess its interpretation of the Ofgem regulation and challenged their thinking on how this should influence processes and guidance to front line agents.​


A new complaint recognition process was formed and rolled out across the business, leading to a 33% reduction in complaint volumes for the following quarter.

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Jonathan Paton

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Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.

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Leanne helps clients to achieve operational excellence through demand reduction, process optimisation, and cost to serve initiatives.

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Wade Robertson


Wade works with clients to improve processes and customer journeys.

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