Complaints, compliments and suggestions
The Scrutiny Panel has reviewed how complaints, compliments and suggestions are handled by Curo.
The evidence gathering included a survey of colleagues, talking to former complainants and analysing data on how Curo are performing on handling complaints. The Panel also compared practice against Customer Feedback Policy.
The Panel’s report and recommendations have been accepted by Curo's Executive Team and the Board’s Customer Experience Committee. Their recommendations are based on:
- strengthening accountability in handling complaints
- reviewing the policy around customer feedback
- opening and tracking complaints effectively
- target setting for complaints handling and performance monitoring
The full report explains in details the Panel’s finding and their recommendations.