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 email@example.com or phone 01244 300413 for a quick FREE no obligation chat.
About The LH Group
Call us on 01244 300413
We help businesses stay safe – our risk management consultancy offers clear answers and problem solving for your risk questions.
What People Say
I wish I had worked with LH Group before!!!Will do so again. Prompt and efficient
Sue has provided invaluable online services to a new business we started a few years ago. She is a true professional and simply brilliant with her pro-active advice and wide range of online support services. I give her my highest recommendation!Professor Bill Kapila
Law Hound grasped what we were trying to achieve very well and worked with how we wanted the documents to look, turned the work around very promptly and to a high standard. Will definitely use again.
Great work. Added value whenever possible also which is invaluable for non-legal folk such as myself!
Thanks LH Group for a great job. Just what we needed. Will definitely need more help from you in the near future. Chris
Really great. Friendly, helpful and knowledgeable. Exactly what you need. Thanks LH
Great to work with and really professional.Very helpful and prompt.
Law Hound has provided legal advice to us for a number of years (including preparing our terms and conditions for both web development and ethical hacking).They take the time to explain legal terminology (so we in turn can explain it to clients) but more than anything They are a fantastic sounding board. Sensible advice, expertly delivered.Next time you’re about to do something you’ve a question about, ask yourself “what would Law Hound say?” Then call them.Highly recommended.
Law Hound has done perfect and accurate job for me, would definitely recommend their work, many thanks kamila.
Delivered the document in excellent time for a good price, very pleased with the service and would definitely use LH Group again for any other work like this I may require.