Developing a great complaints handling approach can be counter-intuitive. The Foundation is working with HSBC to improve customer satisfaction with complaints handling by encouraging MORE customer complaints and ultimately reducing the total number of problems that customers face.

It’s not often you see a business stick its neck above the parapet to promise something, that by all accounts, is incredibly difficult to achieve. That’s what our client Marks & Spencer did recently with the launch of its new Plan A ambition – to be the world’s most sustainable retailer by 2015.