P-96 Consumer Enquiries and Complaints Procedure
| File Reference : | P-96 Consumer Enquiries and Complaints Procedure |
A consumer enquiries and complaints procedure template written to consumers, covering who can complain, how, timescales, the outcome and what happens if they are not satisfied.
This policy template is supplied in fully editable MS Word format and can be easily customised and edited. The document uses pre-defined style formatting throughout, with all text in Calibri font for improved readability.
The following document labelling is included in the footer:
- Policy number and title
- Information-classification
- Version
- Page number / total pages
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Further guidance on complaints:
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Consumer Enquiries and Complaints Procedure Template
A consumer enquiries and complaints procedure template written to consumers, encouraging enquiries, complaints, compliments and suggestions and explaining how complaints are handled.
The policy has Approved By and Date Approved fields and carries a Public information classification, so it can be shared with workers, clients and other interested parties.
What the Complaints Procedure Covers
- Aims - making complaints easy, encouraging feedback, prompt and confidential handling, and using complaints to improve
- Who can complain - anyone affected by the products or services, or a representative acting for them
- How to complain - in person, by telephone, through staff or a representative, by letter or by email, with oral complaints written up and confirmed
- Responsibility - a nominated complaints manager, with investigators of enough seniority and experience
- Timescales - acknowledgement within 2 working days and resolution within 5 working days unless agreed otherwise
- Outcome - the findings, action taken and proposals, and a check that the complainant is happy
- If not satisfied - review by a senior manager not involved, a written final position, and details of an alternative dispute resolution provider or ombudsman where relevant
Written for Your Customers
The procedure speaks directly to consumers, so it can be published on your website or given to customers once your details and the name of your complaints manager are added.
Using the Policy
Add your company name and logo, check each commitment matches what your organisation does and edit any that do not, then approve and date the policy and share it with workers and anyone else who needs to see it.
Who Needs a Consumer Complaints Procedure?
Organisations that deal directly with consumers and want a published complaints procedure with clear timescales.
Works with the Complaints Register
Complaints can be logged on the F-IMS51 Customer Complaints Register and recorded on the F-Q10 Significant Problem / Incident / Complaint Form, and the PP-1-04 Problems Complaints Customer Care Policy Procedure covers the internal procedure.
Document Control
The footer carries the policy number and title, information classification, version and page numbers, and the approval fields record who approved the policy and when, so it can be controlled with the rest of your management system documents and listed on a document register such as the F-IMS20 Document Register.
Related Policies
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