Complaint Handling and Remediation Services

Stay ahead with our complaint handling and remediation services that ensures personalised interactions with your customers to deliver excellent customer experience.

Complaints & Remediation

Good customer service is essential for brand loyalty, therefore handling complaints effectively is vitally important for organisations in all industry sectors. Statistics show that 79% of consumers would be unlikely to shop with a brand again if a complaint they made was treated badly. This means that proactive management of complaining customers is key to preserving customer relationships.

Firstsource is experienced in managing complaints and remediation for clients across a variety of sectors, helping re-design processes to try and resolve customer complaints quickly and effectively.  By identifying the root cause analysis of customers’ issues through analytics, we are able to reduce the volume of complaints and often enable self-service resolutions for our clients’ customers.

Putting people at the heart of what we do

We believe in creating a motivated and empowered team who are skilled at understanding customer emotions and communication styles, ensuring personalised interactions and delivering excellent customer service.

FirstResolve: Complaint Management Solution

FirstResolve is our proprietary customer complaint management solution. FirstResolve delivers claims handling methodology that includes a portfolio of claims management services covering the complete range of consumer claims.

With consumers becoming increasingly aware of their power to make significant claims for alleged misselling of financial products, the financial services community is struggling to keep pace with the volume of increased work. To support financial services in this challenging landscape, Firstsource has developed FirstResolve – an end-to-end complaints management solution. FirstResolve delivers a claims handling methodology that includes a portfolio of claims management services covering the complete range of consumer claims.

Our dedicated centre of excellence in Middlesbrough, UK, is the hub for FirstResolve. Firstsource has expertise in reactive and proactive claims handling, and our experienced complaints handlers can review established processes to identify areas for improvement and drive efficiencies in complaints management. As part of the FirstResolve complaints management suite, we also provide past business reviews and compliance audits as well as general and product-specific complaints handling.

  • Reactive PPI and payment break plan, card protection/ID theft
  • Remediation of OFT Fee-related complaints and SAR requests governed under Section 78 Consumer Credit Act
  • End-to-end complaint resolution for FCA reportable complaints
Stay Ahead

Proven complaints handling methodology that delivers results for clients

  • Payment Protection Insurance (PPI) – reactive and proactive
  • Card protection plan
  • Mobile phone insurance
  • Identity protection insurance
  • Packaged bank accounts
  • Interest-only mortgages
  • General claims management – verification – quality measurement and error reporting – compliance control – first line of defence audit – immediate remediation and repair
  • CEO’s office complaints handling
  • Financial Ombudsman complaints
"As experts in our member experience, with the analytics capability to help us monitor, moderate and improve their journeys, Firstsource were the perfect choice for giffgaff to partner with.

By working with Firstsource to develop our contact response system, we have been recognised as best in class at the uSwitch Awards. We’re looking forward to continuing to work with Firstsource in the future to deliver the best member experience possible."
Adele Shaw
Head of Member Services, giffgaff
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Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

Trusted by FTSE 100 & Fortune 500 companies

We believe in long term partnerships - over half of our clients have been with us for 7 years or longer

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

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