Coronavirus & Complaint Handling

Governing bodies have stressed how essential it is to have complete and robust compliance programs in place, with emphasis on data protection, information security, vulnerable customers and complaint handling. In these difficult times, people are extremely stressed and anxious, which may lead to additional complaints where service or product expectations have not been met.

Whilst organisations are under just as much stress as the general public, the onus is on the business to ensure that they have a robust and compliant complaint handling policy in place and are able to respond to any issues in an effective and compliant manner.

Our complete Complaint Handling Policy Pack gives organisations from any industry or background, working documents to handle, log and respond to complaints of any nature. Fully customisable, but with ready to use content; our complaint handling procedures ensure that you have the timeframes and measures in place for effectively dealing with customer complaints.

The pack also comes with a template complaint handling form for use by employees or customers, as well as unique complaint response letter templates for responding during all stages of a complaint, including delays, informal responses, acknowledgments and final responses for upheld and dismissed complaints.

Complaint Handling Pack

It is human nature that when people are anxious or frustrated, they tend to complain about issues that may otherwise not have been considered. Late deliveries, out of stock products or delayed responses are very real factors currently and could give rise to additional complaints that businesses need to effectively handle.

Complaint Policy Pack

Complaint HandlingWhether you are regulated by an ombudsman or are just looking to ensure that you meet your legal obligations when it comes to a customers’ right to complain; having an effective and robust Complaint Handling Program in place is an essential business practice. If things go wrong, your customers need a forum in which to contact you and raise their issue.

Sometimes issues can be resolved at the first point of contact, other times they need to be formally acknowledged and investigated. Regardless of the severity of the issue or complaint, having well documented procedures and a structured complaint handling policy allows your customers to communicate with you when they need to and provides you with valuable feedback and a consistent approach to receiving and handling complaints.

Where customer issues are handled inappropriately, they can turn into formal complaints and so having predefined responses and effective channels and training can ensure that all employees and customers know what their rights are and how to handle complaints adequately and efficently.