2020 UK Complaint Handling Awards: Meet the Winners

March 9, 20203min

The 2020 UK Complaint Handling Awards have taken place in London, celebrating the people, companies, and initiatives behind some of the best customer service operations in Britain.

Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark – the event saw hundreds gather at the Park Plaza Riverbank hotel on March 5, when teams of finalists made presentations to an expert panel of judges throughout the day.

Finalists were competing to secure Gold and Silver titles across 16 categories, with one Overall Winner also named for their high score at the event, with the title for 2020 going to Capita Remediation Services following the firm’s Gold win in the Best Use of Customer Insight & Feedback category.

Feather in their Capita: The Capita team accept their Overall Winner award

Other big winners this year included supermarket chain Aldi, which landed Gold in two categories: Retail & E-Commerce and Best Customer Service, while Virgin Money secured Gold wins for Best Complaint Handling Team of the Year and Complaint Handling Professional of the Year in the form of Gavin Halliday.

Speaking afterwards, Awards International CEO Neil Skehel said: “A huge congratulations to all of our winners, and the finalists who came and presented before our expert judging panel.

“It’s heartening to see such that complaint handling is continuing to go from strength to strength in the UK, and we are proud to offer the premier platform to celebrate those individuals and organisations that ensure customer complaints are dealt with successfully and satisfactorily.”

Click here for a full list of winners.






Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.

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