The UK Complaint Handling Awards returns in 2020 with a new important category for businesses to apply for nomination in: The Resolver Vulnerable Situations Award.
The topic of supporting people in vulnerable circumstances has become a subject that has been gathering pace across industries as businesses are being held accountable for their in-action towards helping their most at-risk customers. A recent guidance published by the FCA has urged businesses to be more proactive and to provide their frontline staff more flexibility to support customers in vulnerable situations.
Egeria Insights and Resolver, two brands within the Resolver Group, are passionate about seeing improvements made in supporting customers in vulnerable circumstances. That’s why we’ve partnered with Awards International to help raise awareness of the issue and to provide businesses an opportunity to present their processing for nomination to demarcate the efforts that they are going to in supporting their customers.
Below is the outline of the award criteria:
For an individual or company who can demonstrate fair treatment of customers in vulnerable situations. You should demonstrate the processes and policies which have improved handling complaints from customers in vulnerable situations, and show the impact on both the customer and the business. Vulnerable situations includes, but is not limited to: hearing, sight, language barriers and physical disability; mental health issues, low financial understanding and issues relating to the elderly like dementia; major life changes, childbirth, those suffering bereavement, family breakdown, illness or financial difficulties.
If you would like to submit an application for entry or to arrange tickets to attend the UK Complaint Handling Awards click here https://complaintsawards.co.uk/the-categories
For businesses keen to improve their capability of identifying customers at risk of vulnerable situations, speak to Egeria Insights about our vulnerability prediction solution.