Thomson and First Choice are trialling a scheme to resolve customer complaints in retail shops.

The ‘Be Empowered’ scheme enables shop managers to handle complaints directly with customers, and, where appropriate, offer refunds. The responsibility for resolving all complaints previously rested with head office until the scheme came into force on September 1.

Thomson and First Choice retail director Kathryn Ward said: “It will be trialled by 186 shops in our northern division with the view to rolling out across all shops later this year.

“In many cases, we can resolve a customer query simply and quickly. It will mean less paperwork, faster resolution times and help team members in retail shops build better relationships with customers.”

More complex complaints will still be handled by the customer services teams in Luton and Coventry.