Date: 16th September 2026 | 2pm BST
Location: Virtual
Across the UK, complaint handling is under greater scrutiny. From the FCA, Ofgem and Ofcom to the Housing Ombudsman and new data protection requirements under the Data (Use and Access) Act, organisations face similar expectations: make complaints accessible, investigate them fairly, resolve issues promptly and show how decisions were reached.
In many sectors, customers must first give the organisation a chance to put things right before escalating to an Ombudsman or alternative dispute resolution scheme. That makes the frontline a critical point of both risk and recovery – the quality of that first response shapes outcomes, timescales, operational performance and the likelihood of escalation or rework.
Michael Hill from mycomplaints.ai joins Ben Scales from Elephants Don’t Forget to explore where AI can genuinely strengthen frontline service and complaint performance, and where human judgement and frontline competence have to stay firmly in charge.
Learning Outcomes:
- Understand where complaint-handling expectations are converging, and what this means for frontline service, complaint and operations teams.
- Improve capture and triage so cases reach the right person sooner, with less avoidable rework and lower operational cost.
- See how AI can pull together case evidence and cut admin time, without displacing the judgement calls that belong to people.
- Build frontline competence and decision consistency using past cases, relevant guidance and the evidence in front of you.
Author: Elephants Dont Forget
Reviewed by: Jo Robinson
Published On: 28th Aug 2026
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