When a client complaint can be good for your business

Offering a superior customer experience is increasingly an area where advisers, and other financial services firms, are seeking competitive advantage.  Consumer protection also remains a key priority for the FSA. However, in the view of the regulator and the Financial Ombudsman Service, too many firms are failing to respond properly to customers' complaints.  Providing a good customer experience after a firm makes a mistake (real or perceived), and meeting the requirements of regulators, means: making it easy for customers to complain; investigating all complaints fully and within a r...