Complaints Case Studies
![Ian Barker, Managing Partner at BFY Group.](https://bfy-group.transforms.svdcdn.com/production/Full-Size-Headshots/Ian-8.jpg?w=1620&h=1080&auto=compress%2Cformat&fit=crop&dm=1706027206&s=81398402f4a21337ac3b53e40d57c0b4)
Large energy supplier avoids ~£7.5m in complaints costs
We supported a large energy supplier with a transformation programme, looking at how they can manage their complaints inflow and address the growing backlog. The programme transformed their complaints capability and resulted in ~£7.5m in cost avoidance.
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BFY helps medium sized supplier reduce complaints by 33%
Our client was recording a high number of complaints and wanted support in identifying where and how to make rapid improvements. 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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Large supplier complaint management efficiencies deliver £250k in year benefit
We helped our client understand its cost per complaint, highlighting cost reduction opportunities through our complaints model. We designed cross-function processes and communication to reduce non-value add interactions, along with an improved approach to customer contact.
![Headshot image of Craig Sutherland, Senior Consultant at BFY Group.](https://bfy-group.transforms.svdcdn.com/production/Full-Size-Headshots/Craig-1.jpg?w=1620&h=1080&auto=compress%2Cformat&fit=crop&dm=1705326114&s=a1e08446e2c2d340fd196c04a3f74eee)
Large supplier gains £0.4m reduction in Ombudsman fees
BFY did a collaborative data review with the Client, before completing off site analysis and call listening activity for customers who took their cases to the Ombudsman.