With rising customer complaints, organisations must focus on complaints management. It’s now critical in all sectors. Businesses from banking to telecoms and retail, face rising customer dissatisfaction. This article looks at rising complaints and the challenges for organisations. It discusses how data-driven strategies and empowered staff can help manage them.

The growing complaints challenge

Complaints are rising in banking, telecoms (54% increase), and retail (42% increase). Banking complaints are at a decade-high. This trend is not limited to one industry. It’s a widespread challenge. Several factors contribute to this increase. The cost of living crisis and inflation have raised economic pressures. Customers are now more critical of the services they receive. When incomes fall, consumers expect more value and demand better service. They are likely to express dissatisfaction if their expectations aren’t met. Also, supply chain issues and staff shortages have caused delays. This has increased dissatisfaction.

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This article was first published in the 2025 Best Practice Guide - Raising Standards

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