Case Study: Collinson achieves efficient, compliant and highly visible complaints handling with Civica Complaints Management

Upgrading the travel experiences with efficient complaints

Collinson, the global travel‑services business, needed to replace an ageing complaints system that struggled with complex, sensitive cases and varied international regulator requirements. In 2015 they selected Civica Complaints Management to provide a modern, flexible platform able to handle medical and multi‑stage complaints, support guided workflows, and integrate with Collinson’s wider operations.

Civica implemented a cloud‑based case management solution with guided handling, audit trails, one‑click reporting and case‑bundling for ombudsmen, plus secure document attachment and data export to Collinson’s data lake. The result was faster, more visible handling and richer business intelligence: Collinson now manages around 60 incoming cases a week and roughly 300 active cases at a time (scaling to ~1,000 in peak COVID periods), with streamlined reporting and regulatory compliance thanks to Civica.

Collinson

Rachel Stanbridge

Customer Relations Manager