DISP – 1.3 Complaints Handling Rules a.k.a get your house in order They say a change is as good as a rest don’t they, but wouldn’t it be refreshing if we could take a hefty swipe at DISP to tidy it up and get it updated for 2020 and beyond? That’s why this is the […]
Translating DISP1.3 Read More »
Dispute Resolution rules – Is there anything more tedious than trying to learn something as dry and bland as Auntie Mabel’s rock cakes? Yeah we get it, DISP isn’t the best read in the world, in fact we’d go far as to say it’s probably an insomniac’s idea of a good read. It’s written in
Caroline talks about the problems of not moving with the times and DISP If you saw my video blog this week, you’ll know that I’ve got a bit of an issue (OK a few issues) with DISP. And as much as it pains me to write this, it’s because none of us are getting any
Sarah talks about the ‘ins and outs’ of jurisdiction and shares her tips for dealing with it. Jurisdiction can be such a dry subject, and it’s not everyone that is going to get excited at the prospect of a blog about it, but it’s an important one and will pay dividends if you take the
Caroline talks about expressions of dissatisfaction and not being heard A couple of weeks ago now I was having a flick through Twitter – losing probably a good hour of my life that I’m never going to get back – when I spotted a tweet that caught my eye. And I was not alone. A
Expressions of dissatisfaction Read More »
Sarah talks about businesses biggest issues when it comes to complaints being referred to the ombudsman When I managed the technical desk at the Ombudsman Service, I was conscious that I was speaking to a subset of regulated businesses that were willing to engage with the Ombudsman Service. I know that many try to distance
Working with the ombudsman Read More »
The moment you realise your not speaking the same language as your customer… My blog this week is about clear writing. And while I was thinking about what I was going to say about clear writing, I did a quick search of the word ‘jargon’. A word that has become known (cue Darth Vader entrance
Thinking and writing clearly Read More »
What’s the big deal about final response letters anyway? I’m glad you asked. When I worked for the Ombudsman Service on the technical desk, I would often be speaking to businesses about how to resolve a complaint. Conversations would revolve around the circumstances – what had or hadn’t happened, who did what and when etc.
Why final response letters? Read More »
Nothing bugs me more when I can spot that a member of staff hasn’t been properly equipped. I talked about this in my video the other day, but nothing gets my irritation levels veering towards a 10 out of 10 quite like having a bad experience with a business’ customer service department. And sometimes it’s
If you don’t care, why are you here? Walking your walk. A couple of weeks ago now I was having a flick through Twitter – losing probably a good hour of my life that I’m never going to get back – when I spotted a tweet that caught my eye. And I was not alone.
