Large Irish Retail Bank
by Ian Dempsey
3 min read
A major retail bank engaged me to review and refresh its complaints management strategy. The client was customer-focused but faced operational constraints and budget pressures. Having implemented earlier improvements, they now needed independent expertise to assess maturity, prioritise the next wave of investments, and design an implementation roadmap that would deliver measurable customer and business value.
Complaints Management Strategy
Challenges Solved
When I arrived, the complaints process was functional but fragmented:​
​
-
Customer pain points weren’t quantified or prioritised by impact.
-
Benchmarking was limited to internal metrics, lacking an external reference point.
-
The operating model didn’t fully support efficient handovers or root-cause identification.
-
Technology and process improvements had stalled due to funding uncertainty.
Approach
I began by leading an as-is assessment across all complaint channels, blending data analysis with stakeholder interviews to uncover the biggest drivers of customer dissatisfaction. Using industry benchmarks, I positioned the client’s maturity relative to peers and identified focus areas that would deliver the greatest value.
From there, I:
-
Designed operating model adjustments to clarify ownership between simple and complex complaint paths.
-
Created a prioritised roadmap aligned with the corporate strategy and budget cycle.
-
Helped senior leadership build a business case to secure funding for key initiatives.
Business Value Delivered
The transformation delivered significant impact:
​
-
Simplified handovers reduced resolution time for simple complaints and improved satisfaction for complex cases.
-
A new root-cause analysis hub enabled a systematic reduction in recurring issues.
-
Improved collaboration between complaint and operations teams boosted efficiency and morale.
-
Net Promoter Scores rose across complaint journeys, driven by clearer insights and faster resolutions.
-
Secured funding to expand the complex-complaints team with specialists, reducing pressure on frontline staff.
The Highlight
What stood out most was how collaboration reshaped the culture. By refocusing metrics on what mattered to customers rather than internal convenience, the organisation built a strategy that truly delivered value. It was rewarding to see strategy translate directly into improved customer outcomes.
Let's talk
Schedule a free consultation
If this project sounds like something you would like to discuss, reach out for an initial consultation.
