Case Management News and Insights

Here you have access to thought leadership pieces, case studies and information relating to best practice in case management.

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Complaints Handling Improves Ombudsman Oversight, Landlord Services and Tenants’ Lives

Reduce tenants’ complaint escalation to the Housing Ombudsman

View First Iron Bridge Telford

Telford Legal Passes Lexcel Assessment With Flying Colours

The Lexcel assessor found the case management system the easiest ever used


Benenden Health delivers a smooth customer experience

Benenden benefits from a robust complaints management system

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ICO Support Public Authorities with Information Governance

The Information Commissioner’s Office does not punish public authorities

1st Central driven to provide car insurance excellence

1st Central use intelligent automation and technology-based innovation to drive insurance excellence

Collinson insurance

Collinson improves user journey on travel insurance complaints

Use of multi-point Root Cause Analysis allows Admiral to improve the end-users process and reduce potential pain points.

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Consumer Duty in Financial Services

Shifting focus to delivering positive outcomes

Admiral ensures customers’ complaints rank highly

Multi-point Root Cause Analysis improves end-user process and reduces complaints

Section 75 & Effective Financial Case Management

Reconsider your approach to Section 75 complaints management

Scottish Government Legal Directorate

A journey to improve and modernise their legal services

Case Management - so good it was chosen twice

Guidance to implementing a Case Management solution

Southwark Council

A key integration of complaints as a core system

Cheshire West and Chester Council

A modern & agile approach to ensure their Legal team deliver good quality public services

Tesco Bank

Puts customers' complaints at the front of the queue

National House Building Council

Build trust with a positive complaint management process

Civica, Tesco Bank & Vodafone Winners

UK Complaint Handling Awards ’22 award Civica and customers Tesco Bank and Vodafone major prizes

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Kent County Council Coroners

Remote deployment of a Coronial Case Management system

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