Complaints and QA Redefined
Vision and Mission
LMG Resolutions envisions a future where businesses thrive through exceptional complaint resolution. Our vision is to be the forefront of innovation in Complaint and QA processes, pioneering transformative solutions that elevate customer experiences. We aspire to cultivate a global reputation for excellence, becoming the trusted partner to aid growth and lasting success.
At LMG Resolutions, our mission is to empower organisations to transform complaints into opportunities and help your teams to excel in their roles. We are dedicated to fostering positive resolutions, and enhancing customer satisfaction. Through our expertise, we aim to turn challenges into catalysts for continuous improvement, ensuring lasting success for our clients in every interaction
Where it all began
Headed up by Lucy Goodwin who has over 10 years experience in the Complaints and Quality Assurance sectors, LMG Resolutions Ltd is dedicated to helping businesses improve their Complaint Handling and QA processes. Lucy's initial dedicated complaint handling experience was gained in 2015 whilst working for Davies Group where she began as an Investigations Officer completing case work for Ombudsman Services: Energy. She quickly moved up to be a Senior IO and then achieved promotion to be the QA Manager. This set Lucy up to be able to make the move in 2020 to WorldFirst where she was the Head of QA and Complaints for this well established FX company. Although new to this industry, Lucy was able to use her skills and passion to revolutionise the Complaints and QA process for WorldFirst resulting in fewer escalation to the FOS, decreased goodwill payments and an increase in QA pass rates.
Nearing the end of 2023 Lucy was ready for a change and after taking some time out LMG Resolutions was born.
Why use us?
On average, only 8% of clients who have a negative experience with your company will actually complain. Just 8%, sounds low really doesn’t it?
But what about the other 92% that have had a poor experience? Well, a lot of these will walk away without another word being said. What do you do about this? Do you track your retention rates? Are you even aware of when a client stops using your service if they say nothing?
Back to those who do complain, one thing they have in common is they are extremely likely to share their experience with their contacts, or your potential clients.
A dissatisfied client will, on average, share their experience with 24 of their contacts.
As an example, if you have 10,000 clients, 800 of these are likely to raise a formal complaint. If they share this with 24 of their own contacts that’s 19,200 potential clients whose first impression of your company is a negative one.
You will never be able to stop clients from raising complaints. Things go wrong, its human nature, but how you handle the issues can have a massive impact and turn a negative in to a positive.
A key part of effective complaint handling is having the skills to firstly investigate and then send comprehensive complaint responses.
LMG Resolutions has experience going back to 2015 working on this particular skill and being able to compose clear and concise responses to complaints that have been thoroughly investigated. One thing to ask yourself is, if I was a client receiving this response would I be happy with it? Would it make sense? Am I left asking questions?
Are you happy with the quality of the complaint responses your company sends? Do you even review them?
If you answered ‘no’ or ‘I’m not sure’ to any of the above, its time for you to get in touch with LMG Resolutions Ltd.
Seamless Resolution Process
We believe in fostering a seamless resolution process for complaints. Our methodologies and strategies ensure that complaints are handled efficiently and effectively, leading to customer satisfaction and loyalty.
Continued Support
Our commitment to your success doesn't end with the completion of a project. We provide continued support and guidance to help you implement and sustain the improvements we recommend.
Customised Solutions
We understand that every business is unique. That's why we tailor our solutions to fit your specific needs and goals. We take the time to understand your challenges and design strategies that will work for you.
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