Complaining Customers

Customer Complaint Handling 

We are looking at customer complaints as these often crop up when we are talking to our clients about the reasons they end up with difficult situations. This is why it’s 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. Having a process already to roll out avoids time consuming battles over email or phone and takes out the personal sting often associated with a complaint when you are running a small business.

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 can be used whether the customer is a businesses or a person (consumers).

What our Customer Complaints 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 and what the customer can expect, in terms of response times, and rectification.

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. Avoid poor reviews, as well handled complaints can often turn an unhappy customer into a fierce advocate for your business.

Content of the Customer Complaints Policy

This policy contains 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

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