Evolution and Opportunity In Customer Feedback

Caroline Wells discusses the evolving landscape of complaints handling and customer experience. We explore the societal drivers of complaints, cultural attitudes within firms, and the tension between automation and human insight.

The discussion examines the influence of media and claims management companies, proposed Ombudsman fee reforms, and potential FCA–FOS alignment.

Lessons from other sectors can highlight the importance of inclusive design, flexibility, and transparent communication. The central theme is reframing complaints as strategic intelligence and embedding service design around real-life customer needs.

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