How to handle ‘impossible complainants’

When things become a little crazy, the realsuperstars of the team shine. AdamSamuel shares wisdom on dealing with tricky – and, at times, unacceptable –complaint-handling scenarios.

Adam SamuelBALLM DipPFS MCISI FCIArb Certs CII (MP&ER) Barrister and Attorney may becontacted atadamsamuel@aol.com.For links to where you can buy thesecond edition of ‘Consumer Financial Services Complaints and Compensation’,see www.adamsamuel.com/book.

It is really not that difficult to handle alarge number of straightforward complaints. Most of the time, a simplerecitation of what has gone wrong reveals both the answer and the solution tothe problem. Most firms have a standard type of case, of which they receivesubstantial numbers. They should have a guide or training for staff members onthe sensible way to approach them.