Experienced research professional with circa 20 years both in agency and clientside positions, including a decade with Tesco and Sainsbury's retail banks. Also spent 5 years at Capita Remediation Services helping regulated firms with complaint handling operations and redress programmes.

Has now combined his research skills and complaints experience to launch a new, full services research agency in 2017 aimed at helping firms improve their complaint handling through, but not limited to, mapping customer journeys and reducing customer effort. By improving the customer complaint experience, Scott believes companies can better retain customers and engender loyalty.