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Welcome to Regulatory Bodies, Trade associations etc. Who Are We? www.howtocomplain.com - chaired by John Bridgeman CBE ex-DG of the OFT - is the UK's premier complaints submission website. We launched in 2001 with the aim of providing consumers with all the information necessary to complain constructively to commercial corporations and to allow this latter group - by positive response - the opportunity to improve customer service, loyalty and retention. We aimed also, to provide an online medium for individuals to address complaints to regulators, associations, institutions and other organisations. What We
Are Not What Are We Offering Your Organisation? We are internationalising and commercialising the site this year and our offer to your organisation is to provide it with the use of our website as a sole or complementary complaints submissions medium. What Is Our Product? Our main product is a 'Branded Page' subscription on our website. Should you decide to subscribe, then simply typing your organisation's name in our website's search-box would take complainants directly to your 'Branded Page'. Your 'Branded Page' could contain, for example, an address by your Director (or equivalent) stating your organisation's ethos, mission statement and complaints philosophy. Instructions
for complaint-submission (templates, pdf files, etc) would be included But We Solicit Complaints On Our Own Website? This is all very well, you may think, but what would be the advantage/benefit to your organisation of a 'Branded Page' subscription, when you may already have a complaints submission facility on your own website? The use, through your 'Banded Page' of us as a complementary (or sole) online complaints submission medium would benefit you by: · Providing you with annual (or other) analysis of consumer complaints (complaints made, resolved, unresolved, categorised etc). This would give those organisations, who disseminate complaints to individual members for resolution, an independent analytical ability. · Demonstrating confidence, openness and transparency in your complaints system by informing consumers that complaints may also be channelled through a complementary, independent and impartial organisation. · Engendering positive publicity (1): a press-release announcing the set-up may be reported widely and positively, particularly now that customer service and openness is foremost in the government's (cabinet office, OFT, DTI, etc) and peoples' minds.
· Engendering positive publicity (2): htc has over 600,000 hits per month, thus a 'Branded Page' will bring your organisation and its work to the attention of people whom you might otherwise not reach. · Turning negative to positive publicity and increasing customer satisfaction : research shows that 66% of consumers lack the confidence and information to complain but do speak to up to thirty friends about perceived bad service, etc. We, as an informative, independent, one-stop (we have over 4,000 organisation to complain to) and impartial online facilitator are redressing this state. Thus your 'Branded Page' could turn this negative "thirty friends" negative word-of-mouth phenomenon into a positive recommendation. How Much Does It Cost? Surprisingly little: we would charge you a set-up fee and an annual subscription fee for your 'Branded Page' on our website with up to twenty email out-channels (to anyone@xxx.org?). Outlying regions / members could be indexed-linked for a minimal set-up fee and a monthly subscription. Prices would be given when we know your exact requirements. What Other Products/Services Do We Offer? Future products/services will include complaints tables (who is complaining about what and how often, complaints outcomes, etc), sector complaints analysis, polls, customer feedback and complaint league-tables (for voluntary participating organisations only), complaint handling and customer loyalty and retention consultancy services. The Next Step? Should you feel that a 'Branded Page' subscription could help you in your complaints project then please do contact us. Please note that this is our general marketing memo which may suit most organisations: if you are interested in the principle, but your specific requirements are not met, then together we will tailor a solution that does so. Ray Kane, Marketing Director Want to
Contact us? To contact
us for further information please click here. To see a mock-up of a branded page please click here. |
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