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.

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