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Melissa Collett on learning from customer complaints Ombudsman style - MAF107
3rd November 2016 • Marketing and Finance (MAF) Podcast • Roger Edwards interviews great people from Marketing and the world of Finance
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Melissa Collett on learning from customer complaints Ombudsman style - MAF107

In this episode, I talk to Melissa Collett.  A former senior figure at the Financial Ombudsman Service - the FOS.

We talk about how to learn from customer complaints, and how to turn unhappy customers into advocates.

Welcome to episode 107 of the Marketing and Finance Podcast.

We chat about:

  • How the Financial Ombudsman Service works
  • The mistakes product providers continuously make when dealing with customer complaints
  • Treating customers as real people rather than simply names and notes on a file
  • How to turn unhappy customers into happy advocates

Who is Melissa Collett?

Melissa Collett is a consultant and independent legal professional who specialises in resolving complaints and dispute resolution.

She is also a tribunal judge chairing hearings of appeals about health and disability issues. A senior ombudsman at the Financial Ombudsman Service before 2016 making over 1,500 legally-binding decisions across the whole range of insurance products. Melissa liaised between the FOS and regulators such as the FCA and with trade associations.

A regular speaker at events, Melissa continues to write about consumer insurance topics. As a consultant, she works with client companies on complaints handling.

Links and Show Notes.

For links to the books and apps mentioned by Melissa, please visit for the show notes.

What is the Marketing and Finance (MAF) Podcast?

The podcast for ideas and inspiration on marketing your business and growing your business, and for discussing topics on all things finance.

The MAF Podcast is a 30 minute radio show you download from, iTunes or Stitcher Radio.

Each week you'll hear interviews with business experts, marketers, entreprenuers and journalists. Interviews to listen to in the car, on the train or on the treadmill. Or even in the bath!

We talk about:

  • How you can grow your business using content marketing and social media
  • How you can keep your Marketing strategy and communications simple
  • Topics, issues, products and business models from the world of finance

You’ll take away one or two big ideas that you can apply to your business. So you can keep marketing your business to keep growing your business.

I’m your host, Roger Edwards.

A marketing guy from Edinburgh I help people like you with your marketing strategy, content and social media. Until I set up my own business I was in and out of senior marketing roles in UK Financial Services Companies for two decades. Some of you might remember me as the Marketing Director and Managing Director of Bright Grey and Scottish Provident.

Please subscribe to the Podcast on iTunes and I’d be grateful if you would leave a review.

Fancy Appearing on the Show?

Would you be interested in appearing on the MAF Podcast? Have you an exciting marketing or finance story to tell? Do you fancy drawing out some inspirational ideas that MAF listeners can take away to use in their own businesses? Do please contact me if you want to get involved.