Insurance industry employees want more training in handling customer complaints, finds the 2000 National Complaints Culture Survey.
Almost 40% of financial and insurance sector employees said they were unsatisfied with their training in complaint handling, although more than 55% said they were happy with their company's basic attitude to complaints.
Training consultant TMI undertook the survey, with the government and the Institute of Customer Service.
TMI managing director Richard Brennan said complaint handling, from registration of the complaint to its resolution, cost the UK £8.3bn each year.
"It's very clear that those operating within the financial and insurance sector, and having to deal with customer complaints, are looking for greater recognition and greater authority to deal with those complaints," he said.