ABI produces consumer communications guide

In conjunction with the Fairer Finance research foundation, the guide follows research that found being kept waiting on the phone topped consumer complaints when dealing with insurance firms. The research, conducted by Yonder Consulting among 2,000 UK adults, explored consumer experiences with government departments, local authorities, energy suppliers, insurers, banks, mobile phone networks, broadband providers, online retailers and supermarkets. It found two thirds (64%) of adults cited phone waiting times within their top three complaints, followed by automated phone systems (46%) ...