Airlines are actually quite brilliant at emailing us. Booking confirmations, check-in reminders, baggage offers and seat upgrades arrive without much trouble. But when you, the passenger, email an airline asking for...
Category - Replies
Everything to do with replies, such as quality, helpfulness, timeliness, human-ness, automated-ness, timeliness, relevance, first impression, absence
Richard Hall
The deafeningly silent watchdog: if they’re ignoring our MPs, what hope do we have?
Tesh and Iona’s nightmare is a matter of official public record, documented on the Financial Ombudsman’s own website. When an algorithm flagged unusual activity on their joint account, their bank completely froze their...
Stephen Walters
The Complaints You Council Tenants Sent Us? Strange, But We Just Can’t Find ’Em!
Torn to absolute shreds by the Housing Ombudsman’s latest figures, councils’ complaints handling emerges as a disgrace: tenants are ignored, failures go unfixed, and cases are upheld far more often than at housing...
Jonathan Friedman
Complaints about lawyers soar 37% while clients are left in the dark
One in four going to Ombudsman say lawyers never answer complaints First the solicitor goes quiet. Then the client complains about being ignored. Then, in far too many cases, the complaint itself disappears into the...
“Say how disability made you stronger” they said. Outcome? Brutal
An alarming study is showing that well-meaning advice to disabled jobseekers may be silently backfiring We’ve all heard it. If you’re applying for a job, don’t dwell on the negatives. Sell yourself. Focus on your...
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
Peter Friedman
