Prioritising first point of contact when dealing with complaints
Play • 32 min

Huntswood’s CEO, Martin Dodd, is joined by Gavin Halliday, Chief Disruption Officer at Virgin Money, who draws on his vast experience within financial services to discuss what can be gained when customers are able to speak to the right person straight away.

If a customer is feeling frustrated or angry, the experience they have when lodging a complaint can shape the future of their relationship with the brand. The more that a company can do to resolve complaints at first point of contact (FPOC), or within a short window thereafter, the better the chances of customer satisfaction. In fact, our Complaints Outlook 2021 report found that 80% of customers are retained when a complaint is resolved within the first two days. This means there is a real opportunity for firms who prioritise FPOC to build strong retention and advocacy moving forwards.

Join us as Martin and Gavin discuss the importance of FPOC, the need for a smooth handover process when the complaint cannot be resolved immediately, and how firms can empower employees to deliver better customer outcomes through the complaints process.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email:

More episodes
Clear search
Close search
Google apps
Main menu