Complaint handling

We’re helping companies manage everything from PPI remediation to complaints about poor service, with tailor-made solutions.
Customer service rep at home using headset

Delivering fair outcomes for customers through complaint handling

Capita provides end-to-end customer complaint handling and remediation solutions. This includes managing contact centres and redress payments, and system design and configuration to support your customer service processes.

Our analytics help resolve cases and our automation tools allow your people to spend less time on basic processes and enquiries and more time securing the best customer resolutions.

We’ve handled more than three million complaints and paid more than £7bn in remediation on behalf of clients. Since 1998, we’ve worked on a range of FCA regulation reviews, including PPI mis-selling.

By creating intelligent complaint handling systems, we’re helping clients deal with current issues and prepare for future challenges too.

20

years involved in every FCA regulation review

3 million

customer complaints handled

£7bn

remediation paid on behalf of clients

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