To find out how we can help you with bespoke complaint management, please contact us today

complaint handling QASSS

Why use QASSS complaint handling solution?

We’ll take away the headaches and save you valuable time and money, whether on internal staff costs, management resources, or training. Plus, you’ll have more flexibility and full cover during peak periods.

Not only that, our dedicated agents have experience in mediation and take the time to ensure customers feel loved again, which helps not only maintain or restore faith in the brand but also ensures the right outcome for installers financially. Installers’ best interests are always our priority.

We know from experience that good complaint handling is critical to the home improvement sector and your reputation. With the emergence of social media and online platforms that support customers’ abilities to comment on a company’s reputation, it is increasingly important for businesses to deal with and correct a complaint, quickly and effectively.

Our approach and experience mean that we can handle a wide range of different customer scenarios to deliver quick resolutions, driving better customer outcomes whilst safeguarding the reputation of our clients.

Just a few of the business benefits of using our

complaint handling service

Alternative Dispute Resolution Process

Overhead savings

Reduce internal staff costs, overheads and free up management time and resource.

Rapid resolution

QASSS are industry leading for speed of resolution, driving better outcomes for clients and customers.

QASSS Remedial Works Management

Protect brand reputation

High quality customer service can help turn complainants into loyal brand advocates.

installation management

Quality assurance

Over 10 years’ experience in the sector ensuring in depth technical expertise.

QASSS Partnerships

Avoid legal proceedings

Customers will be less likely to bring court actions that are costly, time-intensive and in the public domain.

Alternative Dispute Resolution Process

Reduce churn

Maintain good customer relations, increase retention and avoid deadlocks.

QASSS Remedial Works Management

Continuous improvement

Root cause analysis and insight is used to drive continuous improvement.

QASSS Partnerships

Reduce escalation

QASSS will help resolve complaints quickly and efficiently to reduce the incidence of escalated complaints.

Contact us today to find out how we can help your business save time, in-house resource and money

Complaint handling case study

Our outsourced complaint handling solution is used by one of the UK’s largest boiler installers to help free up internal resources.

To help free up internal resources to focus on sales and generate cost-savings in complaint management, Zanussi enlisted our award-winning team to manage their entire complaint handling operation. Find out how we helped them and what they think of our service.

Zanussi Complaint Handling

Watch our latest video to find out more about our outsourced complaint management service.

Our approach

Our approach to complaint handling ensures that we always aim to deliver appropriate outcomes and continually promote a culture of fair treatment.

All our complaint teams have specialist experience in the home improvement and renewable energy sectors and receive rigorous ongoing training to ensure that they deliver the best results for businesses and their customers, all the while saving them time, money, and resource, whilst avoiding reputational damage.

Our complaint handling solution

We’ll deal with your complaints as an extension of your team, providing an outsourced, white-label complaint management solution, fully branded as your company.

  • Dedicated complaint handling agents.
  • Intelligent call routing.
  • All contact with customers is fully branded.
  • Fixed cost plans.
  • Robust audit trail including management information and root cause analysis.
  • Optional add-on to use QASSS to manage disputes using our ADR (alternative dispute resolution) service and remedial works management service as required.
complaint handling team QASSS

Do you know the cost of complaints on your business?

Citizen’s advice monitors consumer complaint trends. Over the last 12 months to September 2020, they dealt with over 32,000 issues and complaints relating to the home improvement sector[1] (the second highest sector complained about).

The potential costs of complaints and mishandling of complainants is huge:

  • Bad customer service costs firms over £37bn[2] annually.
  • Over 92%[3] of dissatisfied customers do not complain and will just leave.
  • Unhappy customers influence on average around x24 others whether verbally or on reviews and social media, which can not only impact your reputation, but increase your customer acquisition costs.

Calculate the cost of complaints on your business

Do you know the true impact of complaints on your business? QASSS have produced a handy calculator where you can input your business figures to calculate how many customers and associated revenue and margin you could be losing due to the mismanagement of complaints.



[1] Citizens Advice

[2] Sky news 

[3] Forbes

A Trusted Partner

QASSS protects consumers and mitigates risks across the home improvement, renewables and building repair sector. Building on our heritage as a leading consumer protection organisation in the home improvement sector, we are CTSI approved and provide industry-leading expertise and continually work to improve services and standards across the sector.

Contact us to see how we can help your business.