Winners and Experiences from UK Complaint Handling Awards 2019

Aleksandar IlicMarch 11, 20198min0
As the only awards of its kind in the UK, the event was a unique opportunity to learn about innovative practices being used across different sectors, as well as an enjoyable occasion for everyone in attendance.

UK Complaint Handling Awards 2019

The Unique Awards Programme

Last Friday the UK Complaint Handling Awards took place at the Park Plaza Victoria Hotel in London. It was a celebration of companies’ commitment to handling customer feedback, and a recognition of the efforts and improvements made throughout the year.

Finalists were competing to secure Gold, Silver, and Bronze titles across 18 categories, with one Overall Winner also named for their high score at the event, which this year was sponsored by Aptean and Ecosheme, and partnered by Resolver, Henley Business School’s Henley Centre for Customer Management, and The Malcolm McDonald Academy.

We’d like to congratulate the winners and thank the finalists, judges, and partners for helping make the event so special.

The Overall Winner Award, which is awarded to the entry with the highest score, went to Firstsource for an amazing entry and presentation in the Customer Insight Strategy.

To see the full list of the 2019 winners click here

Keynote Speech by Daniel Ord

The keynote address from Daniel Ord suggested that people occupy three main states in life – Parent, Adult and Child – each with different characteristics and levels of responsibility.

The challenge, he said, was to ensure that most conversations with customers are Adult-Adult, rather than Parent-Child or Child-Parent. It was a thought-provoking speech that generated a lot of interest from the finalists.


Speaking afterwards, Awards International CEO Neil Skehel said:

“What an event this has been – we are incredibly fortunate to have such a vantage point on the high standard of complaint handling services in the UK.

“So many organisations are ensuring they have a robust complaints procedure at the heart of their structure, and these awards not only celebrate the best initiatives behind that, but they also allow representatives from all of these wonderful companies to come together and inspire each other, share best practice, and ensure complaint handling continues to go from strength to strength and remains central to a quality service.”

“On behalf of Awards International I would like to offer a huge congratulations to all of our winners, and I want to thank all of our finalists for coming and competing in what is now one of the most important events in the UK’s customer service calendar.”


Overall, the event was celebratory and inspiring, and we look forward to next year!

Eager to Win?

If you want to enter, but can’t wait until 2020, we’re happy to introduce you to our other award programs which are open for entries:

UK Digital Awards

The UK Digital Experience Awards 2019 celebrates the use of digital technology to enhance customer experience in B2B and B2C contexts, and the consistent innovation that makes this possible. The deadline is getting close as entries will be closed on April 5th.

UK Customer Experience Awards 

The UK Customer Experience Awards 2019 is our biggest event of the year, recognising organisations that serve their customers in innovative and inspirational ways. If you want to enter AND save, you have the chance to grab the early bird discount until 31st May.


Finally, many thanks again to our 2019 finalists, judges, sponsors, and partners.
See you in 2020!


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Aleksandar Ilic

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