Features of an Effective Complaints Procedure Flashcards
1
Q
Clear information
A
Clear information on how and whom customers make a complaint to, to ensure it gets to the right department.
2
Q
Speedy acknowledgement
A
Speedy acknowledging that the complaint has been received. This acknowledgement should be immediate.
3
Q
Time Limit
A
Complaints should be dealt with and resolved within 10 working days.
4
Q
Customers are updated
A
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.