Earlier this month we held an exciting pilot to help us improve how we respond to customer complaints. Our pilot session was attended by five of our engaged customers.

The complaints experience project involves us working with engaged customers to seek their thoughts and ideas on how we can improve the way we respond to complaints.

As part of this project, customers will meet with our complaints resolution team every quarter to review and discuss closed complaints, sharing their feedback on how we can improve our responses to customers. The pilot session helped us design how we’re going to work with all customers involved in the complaints project, going forward from July.

What did the group review?

The pilot group were given the outcomes of two unidentifiable closed complaints. We asked them their views on how they felt we investigated the complaint and communicated with customers throughout the complaints process.

So, what did they tell us?

The pilot group told us our responses needed to be more precise when demonstrating what we’ve done to resolve the complaint.

They also said they felt we needed to be more personal and show more empathy and understanding when responding to complaints.

Another area the pilot group picked up on is being clearer about what we’ve learnt when we’ve failed to deliver on promises, as well as demonstrating how we plan to tackle any issues with poor performance.

Next steps

Thanks to everyone who joined our complaints pilot session. We’ll be using the feedback provided, to make sure we’re much clearer and more understanding, when responding to customer complaints.

We’ll be involving everyone who expressed an interest in joining the project, this pilot session was with a smaller group of customers to help us test our approach. The project will be kicking off in July, when we’ll be reviewing closed complaints from quarter one of 2021.

We’ll be offering training to everyone who wants to join our complaints experience project and it’s not too late to get involved! Just drop us an email at or complete our quick poll.

How will we know the group is making a difference?

We expect to see the learning from the previous quarter’s session reflected in the next set of complaints the group review.

We’re going to theme future sessions, so we’re guided by customer insight to help us improve our responses to common seasonal customer complaints.

Find out more and get involved

Find out more about how we’re working with you to improve complaints on The Garden or by contacting us.