Customer Service: Complaint Management

  • 29 April 2014
  • Customer Experience | Video
  Customer Service: Complaint Management

Customer Service: Complaint Management

Douglas Clydesdale, Senior Manager, RBS Group Complaints Policy, and experts from Queen Margaret University (QMU) discuss how complaints, the information gained from them and effective training can act as a spur to innovation.

Drawing from recent research at QMU, this event encouraged delegates to think creatively about the value of complaints when used to trigger learning and transformation of services through knowledge-enabled innovation. Delegates were also asked whether focusing on meeting complainants' perceptions of justice provides a useful approach for bank complaint handling policies and practices.


  • Chair – Simon Thompson, Chief Executive, Chartered Banker Institute
  • Professor Petra Wend, Principal of Queen Margaret University
  • Douglas Clydesdale, Senior Manager, RBS Group Complaints Policy
  • Carol Brennan, Director, Consumer Insight Centre
  • Sally Chalmers, Lecturer in Public Relations, School of Arts, Social Sciences and Management

To view the full playlist, please click here.