Kate Woollard: Three ways providers can make complaints less painful

And that scenario is not too far from the truth. Huntswood's Complaints Outlook 2019 recently demonstrated the scale of the perception gap between financial firms' understanding of how well they're handling complaints and what customers think of their experience. Two-thirds (60%) of financial services firms believe their customers are satisfied with their complaints handling, while only 22% of customers actually report that they were happy with how an issue was resolved. Crucially, the research observed that the modern customer is more likely than ever to switch provider if their expe...