Complaint Handling Templates

Every business needs a structured complaint procedure template. Moreover, the policy and procedure document should support and lend itself to a process of review and improvement.

A complaint handling log should be used in conjunction with the procedure document. Firstly, this allows allows for patterns to be identified and reviewed. Secondly, it can help to prevent similar issues from arising in the future. Above all, a compliant complaint handling framework offers your business, employees and customers consistency and clarity.

Why Resolving Complaints is Important

Whilst the format of a complaint procedure can differ, the main content is usually the same, regardles of industry. However, some sectors have specific complaint rules to follow. Firstly, there is the DISP Sourcebook for any firm regulated and authorised by the FCA. Secondly, many financial firms have obligations under the Financial Ombudsman Service (FOS). Subsequently, a consistent approach to complaint handling is a must whichever industry you work in.

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

Complaint Response Examples A complaint procedure should be written in a way that makes it easy for employees and customers to understand the complaint process. Furthermore, it should be jargon free, easy to understand and make clear statements.

Your procedures should explain how a complaint can be made. Additionally, add in any timeframes for responding and the response format. 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

Know Your Compliance Limited have been providing regulatory and business policy template for more than ten years. Moreover, we have 11,000+ businesses now using our toolkits and documents, meaning a high-quality assurance.

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.