Independent hotels are among the very best businesses in the UK at dealing effectively with complaints, according to the latest National Complaints Culture Survey.

However, the wider leisure sector - including hospitality - isn’t as successful, out-performing financial services, utilities and the public sector but tailing retail, IT and manufacturing, in appeasing angry customers.

Bad complaint management is costly, with 15% of hospitality customers never returning to a business if their gripes are mishandled. Most (89%) of those surveyed tell others about their bad experiences.

Published by TMI with the Institute of Customer Service, a full copy of the report is available at: 01527 851741.

By Alix Young

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