Oh yeah, just tell everyone that you’ve now fixed those extremely dangerous holes we reported to you in good faith. And if it turns out that you haven’t done anything, so what? Just let everyone know that...
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Stephen Walters
Website accessibility certification: facade, charade, or just virtue signaling?
Yes, your website gets a lovely green ‘WCAG’ pass, but… What if that glowing impression of accessibility that your test credentials give your users is totally false? A top UK regulatory watchdog has...
Peter Friedman
Complaints about lawyers soar 37% while clients are left in the dark
One in four going to Ombudsman say lawyers never answer complaints First the solicitor goes quiet. Then the client complains about being ignored. Then, in far too many cases, the complaint itself disappears into the...
Why On Earth Is The Water Watchdog Drowning In Complaints?
Complaints to business water retailers barely changed last year, yet cases escalated to the Consumer Council for Water soared by 30 per cent THE answer appears to be that far more customers are dissatisfied enough with...
Richard Hall
See it. Say it. Sorted. Officially 97% of the time, except it’s not even close to being sorted
Britain’s rail regulator says that 97.2% of complaints were dealt with within 20 working days in 2025-26. That sounds impressive. But when passengers are asked what they thought, the story becomes much less...
Your Burnout Culture: A Price Worth Paying For Responsiveness?
Researchers have investigated burnout, customer service, overloaded inboxes and delayed replies. Yet the obvious question appears largely unanswered: does workforce exhaustion make an organisation slower, less helpful...
First NHS Response? Good. Follow-Up? What Follow-Up?
This is hopefully the first of many for us, a ReplyResearch Guest Author When my husband experienced complications after eye surgery, I hoped that telling the organisation what had happened might help us understand it...
Rachel Matthews
“Say how disability made you stronger” they said. Outcome? Brutal
An alarming study is showing that well-meaning advice to disabled jobseekers may be silently backfiring We’ve all heard it. If you’re applying for a job, don’t dwell on the negatives. Sell yourself. Focus on your...
Jonathan Friedman
Unpaid Carer? Thought That Was Enough? Social Care Wants Your Spare Time Too
More than 400,000 people in England are waiting for assessments, support or reviews. Yet the statistics reveal almost nothing about unanswered calls, missing updates, failed callbacks or whether anybody still owns the...
Need Legal Aid? It’s Your Right. But Actually Getting It? Yeah, Right
“Don’t worry about not being able to afford a solicitor. You can get legal aid for that. Just start ringing around.” It all sounds reassuring enough until you actually try it. That’s when the...
Gabriel Fitzpatrick
