MacKay Hannah

Consumers, Customers and Complaints in Scotland

AGENDA

10:00 Chair's opening remarks
Neil Stevenson, Chief Executive, Scottish Legal Complaints Commission
slcccomplaints StevensonLaw

10:05 Redress, apology and early intervention
Sarah Chisnall, Scottish Public Affairs and Policy, Ombudsman Services
OmbudServices

  • Adopting 'prevention is better than cure’
  • Early intervention to prevent escalation
  • The value of apology, redress and mediation

10:20 Knowing what your consumer or customer wants
Thomas Docherty, Head of Public Affairs – Nations & Regions, Which?
WhickUK

  • What do consumers value?
  • What makes service consumers happy
  • Drilling down into producer/consumer relationships

10:35 Rights, services and complaints – what the public thinks
Judith Turner, Deputy Chief Ombudsman, Dispute Resolution Ombudsman
OmbudsmanTweets

  • How do the public perceive their rights as consumers?
  • How do consumers behave as complainers?
  • What do consumers expect from service providers in a complaint process?

10:50-11:00 Discussion and Q&A
Neil Stevenson, Chief Executive, Scottish Legal Complaints Commission
slcccomplaints StevensonLaw

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There was a good variety of speakers, all of whom were very good and insightful. The conference was very useful and relevant providing a comprehensive overview.

Delegate from City of Edinburgh Council,
Attending Core Challenges for the Future of Scottish Local Government

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