Free and independent website to make complaining quicker, easier and more successful marks 2nd anniversary with huge growth & average of 1200 new cases raised per month
- Founder launched site in Sept 2014 after his own customer service frustrations
- James Walker predicts consumers will reclaim ‘£89m’ via Resolver by end of 2016
- Top issues on site include travel/flights, packaged bank accounts, retail and telecoms
- Two-thirds of users get offered some kind of resolution, many within a few days
- System has database of 30,000+ companies or brands it can send template emails to
A free and independent website created to enable consumers to complain more easily and effectively to businesses, brands and organisations using templated emails has marked two years since launch with record visitor numbers and success stories.
Resolver.co.uk now boasts 522,000 registered users and raises anywhere between 700 and 3500 new cases on any given day. Since the site went live in September 2014, it has enabled consumers to get answers to or reclaim or resolve issues worth an estimated ‘£69m’.
Top issues include banking (including packaged bank accounts), travel and flight delays, shopping instore or online, telecoms, utilities and dining out. Resolver sees 65% of cases offered some kind of resolution with many users receiving back hundreds of pounds each.
James Walker, Resolver’s founder and now a leading UK expert on consumer rights, says: “I set up Resolver after experiencing poor customer service with boiler repair insurance. I realised how frustrating it can be when dealing with businesses and resolving complaints and so I decided to do something about it.
“We’ve had phenomenal growth, as much as 19% month-on-month and now see 590,000 visits each month, which just goes to show how many people were getting such a raw deal when complaining.
“We are not a Complaints Management Company (CMC) or ambulance chasers. We take no percentage from money-back, refunds or resolutions users receive. We are simply focused on helping consumers and believe that since launch this amounts to £69m of resolution.”
He adds: “Our platform is focused on treating people as I would want to be treated. We make life easier and quicker for the customer to complain or get their voice heard and for the business we make resolution faster and more effective.”
Resolver.co.uk has more than 30,000 companies, brands and organisations in its database, which is increasing daily. This has been compiled based on hundreds of hours of research, and it is continually checked and refined.
Users can sign up in seconds via the website or iOS and Android apps and must provide a few simple details about their issue. The technology behind Resolver.co.uk then automatically advises them of their consumer rights or provides tips before creating a template email for checking that the platform sends off.
Photos and other relevant documentation can be attached and alerts come through when there is a response or if certain time periods have elapsed to encourage user-led follow-up. Issues can then be escalated all the way to Ombudsman Services or regulators if needed.
As part of its free and independent ethos, users of Resolver.co.uk don’t have any of their personal consumer data sold to third parties and they are not met with adverts. Instead Resolver raise revenues by helping businesses understand how well their own companies and organisations are performing – as well as their competitors – based on anonymised user data taken from the system.
James says: “Resolver is unlike any other website in the UK. We never intervene in complaints but we actively make a positive difference through an automated route direct to the right people who can handle complaints and make decisions. If things aren’t resolved, the system reminds users to chase up and can escalate complaints through more senior levels all the way to Ombudsman Services or regulators.”
Based in Borough, south London, Resolver has a team of 14. They are now working on the next generation of the platform, which through emerging technologies will make it even easier for consumers to know what to ask and how to say it to achieve the most positive resolutions to their complaints or issues.
James says: “We are free and fiercely independent. Experience so far shows we will always provide the quickest and easiest route for customers to get their voices heard, keep track of the process and ultimately get a satisfactory resolution. Some financial institutions have remarked that our users get much higher levels of money back than when using a CMC.
“From our data, I believe we could be the largest submitter of cases to the key ombudsman in the UK across the energy, telecoms and financial sectors.
“Each month we see thousands of people experiencing positive outcomes from using Resolver and it is clear that when businesses actively engage with us, our system can turn customer relations disasters into success stories creating positive advocacy and word of mouth that builds trust and retains customers and profit.”
For more information/pictures, to speak to James Walker, to arrange a demo of Resolver.co.uk or to discuss working with them to provide you with quotes or on-going anonymised data to help with future stories, please get in touch with:
Jonathan Weinberg, Bootstrapped PR, firstname.lastname@example.org, 07947 141014
Lauren Soar, Bootstrapped PR, email@example.com, 07720 089487
Top 25 Resolver complaint categories so far in 2016
2) Packaged Bank Accounts (PBAs)
3) In-store shopping
4) Online shopping
6) Mobile phones
8) Credit Ratings
11) Product manufacturing
13) Energy Providers
14) Travel Agents
16) General services
17) Tour Operators
19) Package deliveries
23) Car Insurance
25) Car Rental
Resolver’s free and independent website and iOS/Android apps enable people to get their complaints heard quickly and easily and resolved successfully. After entering details of issues into the impartial platform, users are given templated emails created automatically with all their relevant details. These are then sent through the Resolver system to the right department/s at any of more than 30,000 brands, companies and organisations. Complaints can then be escalated throughout the hierarchy all the way to the Ombudsman Services or appropriate regulators. Each day, an average of 1200 new cases are raised through Resolver.co.uk. The website receives more than 590,000 visits each month and offers up-to-date advice and tips at the start of the process to inform users of their consumer rights. The company was launched in September 2014 by James Walker following an awful complaints experience relating to a boiler repair at his home. In 2015, Resolver won business SME award The Pitch. Resolver are proud members of AdviceUK, TrustMark, Trading Standards Institute and Buy with Confidence and work in consultation with regulators, government departments, Ombudsmen and consumer rights organisations.