Sarah talks about businesses biggest issues when it comes to complaints being referred to the ombudsman When I managed the technical desk at the Ombudsman Service, I was conscious that…

The moment you realise your not speaking the same language as your customer... My blog this week is about clear writing. And while I was thinking about what I was…

What's the big deal about final response letters anyway? I'm glad you asked. When I worked for the Ombudsman Service on the technical desk, I would often be speaking to…

Nothing bugs me more when I can spot that a member of staff hasn’t been properly equipped. I talked about this in my video the other day, but nothing gets…

If you don't care, why are you here? Walking your walk. A couple of weeks ago now I was having a flick through Twitter - losing probably a good hour…

When Distress and Inconvenience goes bad because fairness has been left behind Last week I was talking about money awards and what they’re made up of. This week I’m still…

Sarah's asking 'What do Trouble and Upset, Distress and Inconvenience, pain, suffering, reputational damage all have in common?' Not the catchiest title in the world for a blog post I…

Caroline's talking about Unconscious bias – the unseen force and its impact on complaints Unconscious bias is not normally a phrase you hear mentioned in complaints handling circles. It’s normally…

I'm sorry, what? Give it to me in plain English. It’s been a trying week for me this week. I’ve never been the most patient person when it comes to…

The Lettuce that broke the camel’s back – when customer expectations aren’t met. I know what you’re thinking. How on earth could a lettuce have driven me to breaking point?Let…