A complaints policy template giving workers simple rules for taking a complaint, with every complaint logged and assigned to a responsible person.
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 and improvement:
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Complaints Policy Template
A complaints policy template setting standards and guidance for the way the organisation's representatives deal with complaints from customers or other groups, alongside the formal documented processes for dealing with complaints and problems.
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 Policy Covers
- Taking a complaint - professional, courteous and polite, gathering and documenting as much information as possible
- Objectivity - staying objective and avoiding opinions while collecting the details
- Evidence - collecting damaged items, photographs or anything else relevant to an investigation
- Assurance - telling the complainant the complaint will be investigated and appropriate action taken
- Authority - no offers or promises beyond a worker's authorisation, with the line manager consulted if unsure
- Review - every complaint reviewed under the complaints procedure and logged, even if thought to be unfounded
- Personal data complaints - also handled under the data protection policy, which sets the time limits
- Responsible person - each complaint assigned to one person who reviews it and communicates with the complainant
- Objective - responding to complaints and improving the service so future complaints are prevented or reduced
Written to Be Shared
Like every alphaZ policy, this is written as a public policy statement that can be shared openly with workers, customers, suppliers and assessors. The internal detail of how it is carried out belongs in your procedures.
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 Complaints Policy?
Any organisation that receives complaints from customers or others, and organisations working to ISO 9001 that want a written standard for handling them.
Works with the Complaints Procedure
The PP-1-04 Problems Complaints Customer Care Policy Procedure sets out the procedure, complaints can be logged on the F-IMS51 Customer Complaints Register and recorded in detail on the F-Q10 Significant Problem / Incident / Complaint Form, and the TT-1-04 Problems, Complaints and Customer Care toolbox talk briefs workers.
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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