Resolved fairly, within regulatory timescales
We manage the full complaints lifecycle, from first contact through investigation, root cause analysis and FOS referral, ensuring every complaint is handled fairly, thoroughly and within FCA timescales.
What's included
Service capabilities
- End-to-end complaints management
- FCA and FOS-compliant processes
- Root cause analysis and MI reporting
- Redress calculation and payment processing
- Specialist PPI, motor finance and packaged accounts capability
How we do it
Our approach
- 1We assess your current complaints volumes, root causes and regulatory compliance position.
- 2A specialist complaints team is trained on your products, processes and FCA/FOS requirements.
- 3Every complaint is logged, triaged and allocated within agreed SLAs with full audit trail.
- 4Root cause analysis is built into the process, identifying systemic issues before they escalate.
- 5Monthly MI covers complaint volumes, resolution rates, FOS referrals and root cause trends.
Why Contact Web
Why clients choose us for complaints handling
Complaints handling is a regulatory obligation, but it's also an opportunity. A complaint handled well can turn a dissatisfied customer into a loyal one. A complaint handled badly can become an FOS referral, a regulatory finding and a reputational problem.
Regulated expertise
FCA, Ofgem, Ofwat, Ofcom: we know the rules and build them into every process.
Blended delivery
UK oversight with offshore and nearshore scale: quality without compromise on cost.
Technology-enabled
Proprietary AI tools, dialler technology and real-time reporting built in from day one.
Experienced leadership
48 years of combined board-level contact centre experience across the team.
Delivery model
Three locations, one seamless operation
United Kingdom
Banbury HQ: senior management, quality assurance, client services and specialist regulated roles
South Africa
Cape Town: high-volume voice, back-office processing and blended operations
Georgia
Tbilisi: multilingual support, nearshore delivery and technology operations
Other services
We also deliver
Ready to discuss your complaints handling requirements?
Tell us what you need and we'll put together a tailored proposal, usually within 48 hours.