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21st Annual Complaints Management Forum

Scott Lee Holloway
Voice of the Customer Manager at APS Bank


Scott Lee Holloway is at the helm of the Voice of the Customer Unit at APS Bank. At APS (Malta’s third-largest Bank), Scott is responsible for ensuring that the voice of the Customer is heard and channelled through to deliver an optimal Customer Experience.

This includes monitoring Customers’ feedback across all business lines/channels and bringing the Customer’s perspective to any initiative/project that impacts the way Customers will “experience” their interactions with the Bank.

With more than a decade’s experience within the Financial Services sector; including working with the likes of Santander, HSBC & Willis Towers Watson, Scott has contributed towards improving the Customer Journey within both larger organisations and currently a smaller organisation. Through his studies with The London Institute of Banking and Finance, Scott gained a deeper understanding of the regulatory framework governing the Financial Services Industry.

Agenda Sessions

  • Making it easier for the customer to complain