One West – Customer Feedback & Complaints Service.

Customers and service users are increasingly vocal in saying what they think.  So listening, responding and learning from customer experience is more important than ever. We help manage customer feedback in all its guises; whether positive compliments, neutral suggestions, or adverse complaints.

We work in partnership to:

• Ensure clear policies, procedures and standards exist to support case handling and build organisational trust and transparency.
• Design business systems infrastructure to capture every feedback case and put them on track to the right teams for response and learning.
• Train, develop and empower complaints handlers in varied service settings, so that staff know what to do,  always keeping a customer focus on their communications.
• Provide expert advice and assurance to service teams in handling and resolving any complex casework.
• Compile and deliver performance and benchmarking management reports on case outcomes.

And when you need more:

• We also independently adjudicate escalated and challenging complaints.
• We make independent Stage 2 Reviews & Investigations to resolve and close outstanding problems, taking on direct correspondence with the customer.
• We advise and represent services in Local Government Ombudsman complaint cases, taking on all direct correspondence, to mitigate adverse outcomes wherever possible and uphold corporate reputation.