Improve complaints management

Customer Complaints

Reduce complaint volume for business wide benefits

Failing to correctly manage customer complaints can seriously harm your business reputation and drive a significant increase in your cost to serve. 

Complaints represent a wealth of insight into the root cause of problems across your business. BFY identifies these underlying problems and supports process improvements to reduce complaint volume.

At the same time, we can improve your complaint handling procedures and upskill agents to improve complaint management speed and effectiveness.

Example support scenarios:

  • You have a backlog of complaints requiring urgent intervention
  • You need to reduce the in-flow of complaints by resolving root causes around your business
  • You need to upskill the capability of the people handling your complaints, both on your front-line (customer service) and your escalated complaints handling teams
  • You need to use data analytics to support pro-active working, and automation, of exceptions

Meet the team

Our Customer Complaints experts

Leanne Armstrong

Senior Consultant

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

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Lauren McCullough


Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.

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Kev Brown


Kev leads our continuous improvement and lean transformations, working with leaders to deliver our Operational Excellence programme.

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Joseph Cooper


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

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Craig Sutherland

Senior Consultant

Craig has experience working on both large and small-scale business transformations, IT and people migration programmes, change management and leading cultural transformation.

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Wade Robertson


Wade works with clients to improve processes and customer journeys.

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