Double Winners at the UK Complaint Handling Awards 2020

QA Scheme Support Services (QASSS) took home two awards at the UK Complaint Handling Awards 2020, including a silver award for Best Complaint Handling and a bronze award for Best Complaint Handling Team of the Year – Initiative.

QASSS operates three consumer protection schemes across home improvement, including HIES, HICS, and DGCOS*. The company entered their Resolution Revolution project into the complaint handling awards, a project led by their dispute resolution team the ‘ADR superheroes’. As finalists for the two awards, QASSS presented their initiatives to an expert panel of independent judges followed by the awards ceremony in London.

The QASSS Resolution Revolution project saw QASSS reach an average dispute resolution time of just 2 days whilst still delivering high satisfaction rates to their customers. All the while the industry average sits at 80 days (CTSI Report, 2018).

Ciarán Harkin, Managing Director of QASSS, commented, “It’s great to be recognised by these prestigious awards in both categories. Our dispute resolution team work extremely hard to resolve customer complaints quickly and fairly. We have had some record-breaking statistics recently, reaching an average resolution time of just 2 days, which is amazing. We’re looking forward to implementing further initiatives as we continually look at ways of improving our services.”

*DGCOS is the Double Glazing & Conservatory Ombudsman Scheme, HIES is the Home Insulation and Energy Systems Scheme and HICS is the Home Improvement Consumer Protection Scheme.

Photo from left to right: Adrian Simpson (QASSS) and Ciarán Harkin (QASSS).