Customer Complaint Handling 

This week we are looking at customer complaints as these often crop up when we are talking to your clients about the reasons they end up with difficult situations and why it’s really helpful to have a good complaints policy in place so that any complaints don’t impact on the day to day work of your business.

All of us want to believe that complaints will be rare but when they do occur its good to have a solid policy in force to show the process you will follow to resolve them. We provide libraries of email templates to our clients so they have something in place when there is an issue.

Customer Complaint Policy

Our standard policy is suitable for use in England, Wales and Scotland by a company or organisation for dealing with complaints by customers. It does not matter whether the customer is a businesses or a person (consumers).

What the policy contains

The policy sets out details of a complaints procedure to be followed by you – the organisation or company against which the complaint is being made – and also by the party making the complaint.

It deals with every aspect of complaints, from how the complaint should be made to response times.

How to use the policy and why you should use it

It’s a good idea to provide a procedure such as this so that anyone who may have a complaint against your company or organisation has a clear process for raising their issue.  It also provides clarity for the complainant on the system that will be used to process the complaint and when they can expect an answer to the issue that has been complained about.

Dealing with complaints is an important element of customer service and without a policy such as this complainants may feel they have no way of ensuring their issues are heard which, in turn, may affect their view of your customer service.


This policy contains all the standard clauses you would expect to find in a complaints policy.  These cover the mechanics of a complaints procedure and are listed below:

  • The time frame within which complaints should be brought.
  • How complaints should be submitted.
  • The point at which the complaint is deemed to be received when sent by email or by post.
  • The address where responses to complaints will be sent.
  • Response times.
  • Service aims when dealing with a complaint, such as plain and clear communication.
  • Time frame for remedy where a complaint amounts to a breach of terms and conditions or agreement.

This document is specifically designed to be a complaints policy

This document will not provide an effective structure for anything other than a complaints policy.

If you are looking for terms and conditions for the supply of services or any other document, please email us at or phone 01244 300413 for a quick FREE no obligation chat.

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