On-Demand Webinar
How to stop complaints from becoming a PR disaster
Watch the full panel on catching complaints before they become the story, with complaints and reputation leaders from Old Mutual, Alkemi Collective and Kunye Cloud.
Recorded live on 14 October 2026Panel discussion and live Q&AWatch on demand, free
Brought to you by Kunye Cloud.
Most complaints don’t become a crisis because something went wrong. They become one because nobody answered. In this session, Alister Brown, Bradly Howland and Thozama Ngqakayi unpack where the risk starts, why complaints escalate and what good looks like at scale.
In this recording,
you will learn:
- When a complaint becomes a reputational risk, and why silence is usually the trigger
- What should happen in the first hour, and what to do once it reaches social media
- How to spot a query at risk before the SLA is breached
- What a credible apology looks like when legal and compliance are involved
- How to use complaints data as an early-warning system that reaches the board
Chapters
- 0:00Welcome and panel introductions
- 5:05When does a complaint become a reputational risk?
- 7:14The tipping point: how silence turns complaints into PR crises
- 11:23Making sure no complaint goes unanswered
- 13:57Spotting at-risk queries before the SLA is breached
- 14:52The first hour: why a human conversation matters
- 18:21When it goes public: be human, take it offline, follow through
- 24:07Using systems for ownership and accountability
- 26:12Legal, compliance and keeping one voice
- 29:51What a credible apology looks like in financial services
- 34:35Complaints as an early warning
- 39:00Getting operational teams to fix recurring issues
- 44:01Feedback after a complaint is closed, and AI sentiment analysis
- 47:35Wrap-up and final thoughts
Meet the panel
Real perspectives, practical insights.
Three experts. One important conversation.
Schalk KearneyHost & Facilitator
Alister BrownCEO
Bradly HowlandCEO
Thozama NgqakayiHead: Voice of Customer
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