What is this?

This solution comprises a framework of documentation for dealing with complaints. It starts with a policy that sets out the principles that guide how complaints are to be handled and is supported by procedures that articulate how the policy is operationally implemented. It’s been developed from practical experience and is based on best practice from across all sectors.

Why do I need it?

Even the best run operations sometimes have hiccups and when they happen complaints can follow.

Complaints provide an opportunity for your organisation to improve what it does and, handled properly, can actually improve customer loyalty. Making your clients aware that you have thought about how you’ll deal with complaints if they arise demonstrates that you’re proactive and serious about the quality of the products and services you provide.

Following the procedures in our Complaints Handling Suite will give you the confidence to know that you’re applying a system that’s been proven to work and that you have a mechanism that will help put things right.

What’s the process?

Based on best practice but tailored to your specific circumstances, we’ll provide the documentation that’s right for your business and the sector it’s operating in – what might work for an accountant will be different to what’s needed by a plasterer. This is usually an iterative process which gives you the opportunity to understand and influence the production of a system that will work in practice.

What do I do next?

Talk to us by using the red ‘Book Online Consultation’ button.