Case Study: Ardonagh Group achieves unified complaints management and improved reporting with Aptean Respond from Aptean

Ardonagh Group Optimises Complaint Management with Aptean Respond

The Ardonagh Group, the UK’s largest independent insurance broker and parent of the Atlanta Group (Swinton, Carole Nash and Autonet), faced fragmented complaints handling across multiple systems and inconsistent reporting, categories and processes. That fragmentation made root-cause analysis labour intensive, prevented group-level trend comparison and left the business exposed to seasonal peaks and operational inefficiencies.

The group selected Aptean Respond as a single, cloud-based complaints platform, rolling it out across the Atlanta businesses and then wider divisions. Respond enabled a cross-trained Complaints Centre of Excellence and workshare model, improved frontline complaint capture, and delivered powerful reporting and root-cause analysis. The result was greater efficiency, consistency and customer-centric insight that supports faster decision-making and ongoing service improvement.

Ardonagh Group

Carol Banks

Head of Complaints