In 2016 we embarked on a transformation journey to deliver a Centre of Excellence for customer complaint handling. Customer Relations (CR) are the last touch point in our customer͛s journey an average complaint handling of 48 days, low First Contact Resolution (FCR) and Customer Experience Scores (CEX) of 35% failed to deliver the level of customer experience required to retain customers for life and support delivery of our vision and strategy. The transformation was delivered over 18 months and is embedded into the DNA of the teams. The entire function was transformed ensuring customers are at the heart of decisions. Quicker complaint resolution, seamless handovers from in destination teams, rewriting ways of working, implementing E2E case ownership, calling customers about their complaint and empowering colleagues to do the right thing for customers have all driven positive change. We used customer and colleague feedback from focus groups to deliver a 3 month programme of training with development of evidence and empowerment toolkits to support FCR and speedier resolution. CR is at the heart of the business with feedback loops across departments striving for the same outcome. Our ambitious target to reduce complaint handling to 14 days is being achieved. FCR has increased to 52% and CEX performance has increased to 90%. In addition, we have reduced our complaint cases by 10% and complaint resolution costs by 15%. The transformation was delivered to plan and within budget. As customers expectations evolve, we continue to evolve using customer and colleague feedback to drive continuous improvement.