Michael Hill, Co-Founder and Chair of Judges, UK Complaint Handling Awards
James Walker, Group CEO & Founder, Resolver
Stuart Purcell, Chair, National Complaint Managers Group
Jennifer Ryans, Head of Dispute Resolution, Housing Ombudsman
Brian Weston, Head of Research and Insight, Institute of Customer Service
Anitha Pillai, Corporate Complaints and Insight Manager, London Borough of Redbridge
Liz Olney, Deputy Director of Customer Change and Innovation, HM Courts & Tribunals Service
Oliva Clymer, Chief Executive Officer, Health Watch Central West London
Ian Weedall, Community Engagement Advocate, Advocacy Focus
Adele Newsome, Customer Experience Manager, Breckland and South Holland District Council
Ross Bangs, Corporate Improvement Manager, Breckland and South Holland District Council
As pressures on public services increase, effective complaint handling has increasingly played a strategic role in ensuring public institutions continue to deliver quality services for users.
Learning from corporate and statutory complaints is key – it is an effective way of improving complaint handling processes, building trust with service users and increasing service quality.
Westminster Insight’s timely Complaint Handling in the Public Sector Forum will feature contributions from trailblazing public sector organisations on how to utilise complaints to inform organisational strategies and transform services.
Join us as we explore best practice throughout all stages of complaint handling. Our expert speakers will outline the harm caused by relying on blanket policies and the benefits of adopting a “customer centric” approach to complaints.
You will learn how to improve internal processes, reduce escalated complaint volumes and meet statutory guidelines. You will also hear from key organisations on how to reduce the time spent handling complaints to meet statutory time frames.
Our afternoon sessions, will explore how best to manage unreasonable complaint behaviour, collaborate effectively with advocates and handle complaints through alternative channels.
This event follows on from our highly praised 2018 Complaint Handling in the Public Sector Forum. Here's what some of the delegates on the day had to say about the event:
"Excellent. A useful insight into how to manage complaints across a range of organisations." - Nat Stevens, Resident Services Manager, Southwark Council
"Great mix of speakers, discussion and debate. Very thought provoking and informative!" - Robbie Watson-Levey, Compliance and Complaints Manager, Essex County Council
"Diverse, interactive and informative." - Dr Rais Ahmed, Clinical Director, Derbyshire NHS Foundation Trust