Insurance industry employees want more training in handling customer complaints, the the National Complaints Culture Survey 2000 has found.

Almost 40% of financial and insurance sector employees s ...

Insurance industry employees want more training in handling customer complaints, the the National Complaints Culture Survey 2000 has found.

Almost 40% of financial and insurance sector employees said they were dissatisfied with their training in complaint handling.

This was despite the fact that more than 55% of respondents said they were happy with their company's basic attitude to complaints.

Training consultants TMI undertook the survey with the government and the Institute of Customer Service.

TMI managing director Richard Brennan said that complaint handling, from the registration of complaints to their resolution, costs the UK £8.3bn each year.