Michael Hill

I am the founder and Managing Director of complaintsrgreat.com - a company that was set-up in 2000 to champion the benefits of effective complaint management. I have given talks, around the world, on the benefits of designing and implementing effective customer feedback management processes and have contributed several articles on breaking down the barriers to complaining, business-to-business complaints and why companies can gain from well-handled complaints.

My expertise and knowledge of complaint handling originates from previous careers as a successful complaint investigator, front-line housing finance officer and also IT help desk adviser - within both financial and local government sectors.

I have worked with many businesses reviewing customer feedback processes, conducting research and benchmarking, auditing feedback schemes, providing independent investigations of problematic cases and advising companies deploying business-wide customer feedback management software.

I am also a judge for the UK's National Customer Service Awards, Board Member of the Society of Consumer Affairs Professionals (SOCAP in Europe), committee member for the British Standards Institution's Customer Service Committee and Independent Complaints Reviewer (ICR) to Metropolitan Home Ownership.