Complaint Handling Templates
Alongside a procedure, using a complaint handling log allows for patterns to be identified. This in turn, enables a company to prevent similar issues from arising in the future. Simply put, complaint procedure templates, logs and complaint response examples offer consistency and clarity.
Why Resolving Complaints is Important
Whilst the format of a complaint procedure can differ, the main content is usually the same. Whether a business is regulated by someone such as the FCA (DISP Sourcebook). Or, they have obligations under the Financial Ombudsman Service (FOS), a consistent approach to complaint handling is a must.
Regardless of industry or sector, businesses rely on their reputation. Repeat customer complaints are the fastest way to lose a good reputation. Mistakes happen and every business will get complaints from time to time. However, how they are handled is what the customer most often remembers….and talks about!
Complaint Procedure Objectives
As a general rule, an effective complaint procedure should include the company’s objectives. These can include (but are not limited to): –
- Providing a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
- Ensuring that the complaints procedure is fully accessible so that people know how to contact the company to make a complaint.
- To make sure everyone in the Company knows what to do if a complaint is received.
- That all complaints are investigated fairly and in a timely manner
- Gathering information which helps the company improve what it does and how it does it.
- Where a complaint involves personal data, to ensure that the Data Protection Officer (or appointed person) is involved in the investigation and response process.
- Ensure that complaints are investigated and responded to within 8 weeks from the initial customer contact
- Provide complainant with a copy of the company’s formal complaints procedure, along with any relevant or mandatory consumer leaflet (i.e. Financial Ombudsman Service)
Writing a Complaint Procedure
A complaint procedure should be written in a way that makes it easy for employees and customers to understand the complaint process. It should be jargon free, easy to understand and make clear statements.
Aim to detail how a complaint can be made, what the timeframes for responding are and how responses are make. Making a complaint should be simple. Most importantly, it should be accessible to all. Consider adding links to complaints procedures in emails and on the company website. In addition, you can provide the process in writing with any aftercare letters or communication.
Complaint Procedure Template
At Know Your Compliance Limited, we have been providing regulatory and business policy template for nearly ten years. With over 5500 organisations using our documents, you can be assured of professional content.
We provide an exclusive Complaint Procedure Template Toolkit for businesses looking to implement a complaint procedure program. Alternatively, the toolkit is also suitable for those looking to review their existing complaints handling policies.
Complaint Procedure Toolkit Includes:
- Complaint Handling Policy & Procedures
- Complaint Form Template
- Complaint Handling Register
- Checklist for Complaint Procedure Audits
- Response Letter Suite: –
- Informal Acknowledgment
- Informal Final Response
- Standard Acknowledgement
- 4-Week Holding Letter
- 8-Week Holding Letter
- Final Response Upheld/Rejected
Areas Covered in the Toolkit
- Complaint Responses
- Timeframes & Deadlines
- Investigations & Reporting
- Raising a Complaint
- Complaint Handling Process
- Objectives & Obligations
- Decision Letters
- Responsibilities & Complaints Officer