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What you’ve taught us on the Complaints Experience project

We know if you complain, we’re at a point in our relationship where we need to work hard to earn and keep your trust. We’ve been meeting a group of customers every three months since the start of the year, to talk about how it feels to make a complaint to Catalyst. We wanted to understand how to make the best of our investigation and concluding response. Here’s what we’ve learned so far:


  • You like a clear summary of the issue and what action we’ve taken to resolve it, as that helps you to feel heard.
  • You don’t like a standard wording, feeling that it depersonalises our reply.
  • You prefer us to be empathetic, and honest and open, both about where we’ve gone wrong and what we’re doing to put things right.
  • You want us to make sure that we’ve addressed every part of a complaint, and a summary which demonstrates we’ve listened.


We hope you’ll see a change in the way we’re responding to complaints, but we’re not finished yet. We’d love to work with more of you so we can understand what it feels like to have a complaint resolved by Catalyst.


If you’ve made a complaint in the last year, why not join the group? Fill in the quick poll to register your interest, and we’ll get in touch to let you know what it’s all about.

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