Complaints Handling

Question 1

What makes an effective CHP?

Answer 1

• be fit for purpose – it should reflect the size and
  structure of the business
• made available to all staff – a CHP is intended to
  provide clarity and consistency to staff and clients
• be understood by all staff – keep records of staff
  training
• readily be shared with complainants or potential
  complainants – supplying them with a copy should be routine
• be regularly reviewed at a senior level – record
  evidence of review, to include reviewer details and
  review date
• be agreed with PII brokers/provider(s) – the CHP
  should reflect processes that do not compromise PII
  cover and
• provide details of access to independent redress if the firm cannot resolve the complaint.

Question 2

What is a complaint?

Answer 2

An expression of dissatisfaction