Leigh-Anne Gray

Head of Complaints ERGO Travel Insurance

I’ve spent over 10 years in regulated complaints handling/management with a variety of major firms such as Lloyds Banking Group, Standard Life and FSCS. I spent several of those years contracting for a Big 4 Consultancy handling various remediation projects.

In my current role as Head of Complaints for ERGO Travel Insurance, I am responsible for all aspects of complaint handling including a small in-house team and a variety of outsourced providers. My key focus is using the valuable lessons complaints give us and using them to educate the wider business on how we can better serve our customers. We’re currently exploring how AI can help us do that.