What happened?
In FT Adviser, TCC Associate Director Neil Dethick set out his three-step process for helping unsatisfied customers navigate a firm’s complaints procedure.
He explained how firms can transform less-than-stellar outcomes into a learning experience for their team, rather than treating each complaint as a closed case.
Why does it matter?
Approaching complaints constructively benefits both the customer and the firm, and gives teams a structured way to identify what needs to change to prevent similar issues recurring.
Supporting sources
Frequently asked questions
What does Neil Dethick's three-step process address?
It sets out how to help unsatisfied customers navigate a firm’s complaints procedure constructively, for the benefit of both parties.
How can complaints become learning opportunities?
By treating each complaint as a source of insight for the team, rather than only as a case to be resolved and closed.
Where was this guidance published?
In FT Adviser, by TCC Associate Director Neil Dethick.
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