Enterprise Complaint and Feedback Management Software

Energy suppliers are the worst offenders when it comes to inaccurate billing, according to research by comparison service uSwitch.com. More than nine million households have had to contend with at least one inaccurate energy bill in the past two years, the survey showed. But the energy industry is not alone in making what can be costly mistakes for customers.

The Financial Ombudsman Service has hit out at the way some financial services firms treat complaints, reporting a growing number of cases where complaint handling is "nothing short of dismal." In FOS' latest issue of its regular newsletter Ombudsman News, chief ombudsman Walter Merricks says that many businesses take complaints-handling seriously.

A recent survey has discovered that flexibility and understanding customers' needs were the most favoured attributes when dealing with service departments. Circulated among 40 public and private sector employees in Scotland, the survey also found that IVR machines, poor delivery, failed promises and indecisive frontline staff were the most disliked flaws.

Consumer complaints against banks are expected to soar this year as the beleaguered financial services industry becomes more reluctant to resolve disputes with customers. The Financial Ombudsman Service (FOS) expects to handle around 150,000 complaints during the next financial year – 25,000 more than this year.

The NHS must do better at handling complaints, a health watchdog has said. Complaints in England are initially dealt with by the NHS trusts, but can be referred up to the Healthcare Commission and then the ombudsman. A report by the commission found the proportion of complaints it upheld rose by 50% last year compared with 2007.

Consumer Direct, the government's consumer advice agency, reported a 7% increase in complaints received as they release the Top Ten reasons for complaints in 2009. Consumer Direct advisors answered almost 1.6 million calls and emails in calendar year 2009 and logged 874,171 consumer complaint cases.