Features of an Effective Complaints Procedure

Question 1

Clear information

Answer 1

Clear information on how and whom customers make a complaint to, to ensure it gets to the right department.

Question 2

Speedy acknowledgement

Answer 2

Speedy acknowledging that the complaint has been received. This acknowledgement should be immediate.

Question 3

Time Limit

Answer 3

Complaints should be dealt with and resolved within 10 working days.

Question 4

Customers are updated

Answer 4

Customers should receive information about how their specific complaint is to be dealt with and should be kept informed of the progress of their complaint.