How do you write a complaint handling policy?

Complaints handling policy

  1. explain how customers can make a formal complaint.
  2. identify the steps you will take in discussing, addressing and resolving complaints.
  3. indicate some of the solutions you offer to resolve complaints.
  4. inform customers about your commitment to continuous improvement.

What is a consumer complaint policy?

The purpose of the Complaint Resolution Policy is to protect the client and customer’s rights, including the right to comment and complain; provide an efficient and fair process for resolving client and customer complaints; and to monitor complaints in an effort to improve the quality of operations and services the …

What is the procedure for customer complaints?

A 5-step process for handling customer complaints

  • Step 1: Dig deeper by asking the right questions.
  • Step 2: Identify the type of customer you’re dealing with.
  • Step 3: Respond to the customer quickly.
  • Step 4: Present a solution, and verify that the problem is solved.
  • Step 5: Log the complaint so you can track trends.

What is a complaints policy and procedure?

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

What is the typical frame to file a complaint?

What is the time period to file a complaint under Consumer Protection Act? Filing of a consumer protection complaint has to be done within two years from the date on which the cause of action or deficiency in service or defect in goods arises.

What are the 5 key steps of an effective customer complaints procedure?

5 steps for handling customer complaints

  • Recognise it. The first step always has to be recognising that a mistake has been made.
  • Admit it. Never tell the customer they’re wrong to make a complaint.
  • Apologise without delay. Don’t wait to apologise.
  • Fix it.
  • Do something extra.