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SOCAPiE is Europe’s oldest and foremost professional body for customer service and consumer affairs. We are a not for profit membership organisation for professionals working in customer service across Europe, run by and for our members.

We promote the exchange of ideas, expertise and opinions amongst practitioners, academics, opinion formers and governments and we develop and encourage a higher professional profile for those working in customer service.

We do this by maintaining dialogue and engagement with our various stakeholders and providing products and services to help organisations achieve world-class service delivery.


Latest news

Complaints are Down - But the Banks aren't Getting Better.

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The Financial Conduct Authority has noted a reduction on complaints about financial services firms but an increase in complaints about banks.

Read the FCA announcement.

Posted: 1st April 2015 

Budget 2015 Includes Research into Nuisance Calls

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The UK Budget 2015 includes £3.5m spending on research into nuisance calls.

Read more in this Sunday Express article.

Posted: 22nd March 2015 

Consumer Complaints Cause Information Commissioner to Act

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The UK Information Commisioner has served an enforcement notice on Help Direct UK, a Swansea based organisation. 

After receiving over 650 consumer complaints, the ICO has told the financial services call centre to stop sending pension texts. 

Read the ICO announcement and the enforcement notice.

Posted: 22nd March 2015

Complaints may result in Court Cases

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The UK Civil Aviation Authority has announced that it will take three airlines to court for failing to change their complaints policy.

Read the statement from the CAA and press comment from the BBC.

Posted: 21st March 2015

Consumers Billed for Services they didn't get

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A new report from the Citizens Advice Bureau presents an analysis of complaints about mobile phone services.

Read a summary. Download the report. Read comment from The Times

Posted: 20th March 2015 

Nuisance Call Company Shut Down

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A company said to be responsible for generating 6 million nuisance calls/day has been shut down by the Information Commissioners Office.

Read a statement from the ICO.

Read reports from The Times and the Brighton Argus.

An updated Brighton Argus report gives more details.

Posted: 15th March 2015 

Continued Poor Service results in a Sales Ban

Ofgem logo


Energy regulator Ofgem has banned pro-active sales activities by Scottish Power for 12 days because of poor complaints handling.

Read the Ofgem announcement and Scottish Power response .

Posted: 3rd March 2015

Government to Investigate Online Reviews and Endorsements

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The Competition and Markets Authority has begun a review of the use of online 'review and endorsement' websites.

Read the announcement including details of how to give your input, as an individual or on behalf of an organisation. The deadline is 25 March 2015.

Posted: 2nd March 2015

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