Eric Brown
Manager, Solutions Consultants
For more than a decade, Eric Brown has helped Aptean Respond customers unlock the full potential of their investment, tackling complex case management challenges spanning complaints, financial crime, remediation and GDPR/DSAR compliance. Over the years, he has witnessed the complaints management industry transform into a strategic driver of customer advocacy, a cornerstone of customer experience programs and a vital contributor to operational efficiency.
At Aptean, Eric partners with organizations to strengthen their complaints and feedback management operations—ensuring they play an active role in customer recovery and long-term loyalty. Known for challenging the status quo, he works to secure representation for these critical functions at every level of an organization.
Whether optimizing workflows or implementing innovative solutions, Eric is passionate about helping businesses build stronger customer relationships while achieving measurable performance improvements.
Written By Eric
Leveraging Complaints Data: Unlock the Value of Your Data
There’s untapped value at the heart of your complaints function—here’s how to unlock it and what it can do for your financial services business.
Identifying All Complaints—Even the Hidden Ones
For financial services businesses, ensuring no complaint slips through the net is vital for customer service and to avoid falling foul of the regulators.
Ownership and Accountability for Frontline Complaints
With more businesses securing first-point-of-contact resolutions, how can you increase ownership and accountability when managing frontline complaints?
Critical Complaint Handling KPIs for Driving Good Outcomes
KPIs are critical for complaint handling, but are you tracking the right metrics to deliver the insights you need and drive improvement? Find out, now.
Mitigate the Gap between Customer Expectations and Actual Experiences
Learn about how to improve your customers’ experiences, particularly as it relates to managing customer feedback.
Leveraging Complaints Data - What Does It Look Like in Practice?
We delve deeper into the issue of operational reporting, looking at the practicalities of deriving invaluable business insight from your complaints data.
Latest Content
The latest podcast, webinars, and resources from Eric.
Trust Seminar: Building Trust for Consumers. Building Trust for Firms. Building Trust across the Sector.
In May 2025 the Collaboration Network hosted the Financial Services Trust Seminar, bringing industry leaders together to build trust and share insights from the FCA and Ombudsman.
Dive in to our complaint management software
Developed and supported by experts like Eric, our complaint management software is purpose-built to help financial services companies like yours streamline complaint handling processes, simplify regulatory compliance and improve customer experiences.