Complaints Procedure

Prepared by: [YOUR NAME]

Company: [YOUR COMPANY NAME]

Email: [YOUR COMPANY EMAIL]

Address: [YOUR COMPANY ADDRESS]

Phone: [YOUR COMPANY NUMBER]

Website: [YOUR COMPANY WEBSITE]

Social Media: [YOUR COMPANY SOCIAL MEDIA]

I. Purpose

This Complaints Procedure is designed to address customer complaints promptly and professionally to uphold customer satisfaction and trust in [YOUR COMPANY NAME].

II. Scope

This procedure applies to all employees of [YOUR COMPANY NAME] and covers the handling of complaints from receipt through to resolution and documentation, regardless of the complaint's form (verbal, written, or electronic).

III. Definitions

Complaint: Any expression of dissatisfaction related to [YOUR COMPANY NAME]'s products, services, or complaint handling process.
Complainant: The individual or entity making the complaint.
Resolution: Action taken to address and resolve the complaint within [YOUR COMPANY POLICY].

IV. Responsibilities

Customer Service Team: Receive, acknowledge, and document complaints; maintain communication with complainants.
Compliance Officer: Oversee complaint investigations and ensure adherence to this procedure.
Management: Review complaint reports, identify trends, and implement process improvements.

V. Complaints Handling Procedure

1. Receipt of Complaint

Acknowledge receipt of complaint within [TIMEFRAME] hours.
Record complaint details in the complaint log.

2. Assessment and Investigation

Assess urgency and potential impact of the complaint.
Allocate appropriate resources for investigation.

3. Response and Action

Provide interim responses if investigation extends beyond expected [TIMEFRAME].
Resolve complaint within targeted resolution [TIMEFRAME].

4. Resolution and Closure

Communicate resolution to complainant.
Ensure complainant's satisfaction with the resolution.
Close complaint in the system upon resolution.

5. Recording and Reporting

Document all complaint-related steps.
Prepare monthly reports for management review.

VI. Feedback

Solicit feedback from complainants on their satisfaction with the process and outcome for continuous improvement.

VII. Review and Improvement

Annual review by Compliance Officer to ensure effectiveness and compliance with standards.
Document and communicate any changes to all employees.

VIII. Appendix

Include any relevant forms, policies, or documents referenced in this procedure.

IX. Conclusion

This concludes the Complaints Procedure for [YOUR COMPANY NAME]. By adhering to this procedure, we aim to efficiently address and resolve customer complaints, fostering trust and satisfaction in our products and services.