When the founders of price comparison site Foundem complained that Google were deliberately demoting their site in search listings, nobody listened.
Their problems began because of an algorithm that was supposed to remove spam – leaving Foundem invisible against the more familiar competitors that are now household names. After eight years of dogged complaints from a determined pair of entrepreneurs, Google was fined a staggering £2.1 billion in 2017 by the European Commissioner for Competition. This was “the largest anti-trust penalty ever handed to a single company,” according to Wired.
Prevent molehills from becoming mountains
Whilst this example is unusual, the lesson is clear – listening to your complainants and preventing molehills from becoming mountains is not only good for your reputation, but for your bank account too. So how should accountants best handle complaints? And what are the best ways to avoid problems arising at all?