Jeff Hartley

Customer relations consultant

Jeff Hartley, customer relations consultantJeff Hartley has 20 years’ experience in customer relations and complaint-handling team management. Having worked in the financial services sector for more than 40 years, he has a thorough knowledge of regulatory requirements and alternative dispute resolution including mediation and liaison with the Ombudsman.

Jeff has managed large complaint teams in both NatWest and RBS and was responsible for a service recovery strategy across the RBS Group. He also provided one-to-one support and advice on complaints at CEO, chairman and board level.

In 2010, Jeff won the 2010 Customer Service Training Award for Banking and Finance for the development of web-based complaint-handling training.