Complaints Handling Process

AIM: An effective complaint handling system is highly beneficial, as it allows a company to resolve issues raised by a customer in a timely manner. It also provides information that can lead to service improvements, and, when complaints are handled properly, it can improve the reputation of an organisation and strengthen the public’s confidence in the company. Improvements can also positively impact the lives of our staff as it leads to fewer complaints. We want to create a user-friendly system that maintains accountability and captures complaint data for service improvements. The most important part of this process is that the first person to receive the complaint is accountable for resolving the issue and following up with the customer. PROCESS: Stage 1: Frontline Resolution A complaint may be made by phone, by live chat, or by email. You should first ask the customer whether this is their first time raising this complaint. If it is, then you should try and resolve the complaint quickly and to the customer’s satisfaction, wherever possible. You should then proceed to Stage 2. If it is not their first time raising the issue, you should check the Customer Issue Reporting spreadsheet for the assigned case handler and pass the query back to them. If it is a complex issue and will require a more detailed investigation, you should inform the customer you will be undertaking an investigation with the aim of resolving their issue, and that you will get back to them on the same day. You should then proceed to Stage 2 and 3. Stage 2: Recording the Case Issue The following details should be logged on the Customer Issue Reporting spreadsheet: Case Owner Department Date received Date followed-up with customer Resolved and followed up (Y/N) Customer Name Issue Resolution Proposed Improvement Idea *All complaints (no matter how small) should be logged here. Stage 3: Follow up You must follow up with the customer if you were unable to resolve their issue in your initial contact OR if the issue was passed onto another team. The best way to do this is over the phone. “Hello, my name is [AGENT NAME] calling from [BRAND]. We were speaking earlier regarding …. I’m just following up to see if everything has now been resolved to your satisfaction and you are happy?” “Is there anything else I can assist you with today?” “Thank you for your time.” Service Improvements All service improvements ideas will be discussed in a meeting with Senior Management bi-weekly. Following the meeting, any proposed solutions will be sent out to the wider team for comment. Any feedback or ideas received from the wider team will be discussed so a final solution can be agreed and implemented.