Being Careful About Complaints
Published Tuesday, 3rd January, 2012
What’s the best way to reduce complaints? Value every one
If someone should complain about our service or treatment, we follow a set, strict procedure that makes sure the problem is taken seriously and dealt with properly.
Here’s an extract from our complaints procedure, outlining the steps we follow every time.
All complaints must be passed to the Quality and Compliance Officer or a line manager who will log the complaint in the Quality System and a log number will be allocated.
The appropriate complaint pro forma will be completed detailing the complainant, affected area, log number, system reference (if any), the date the complaint was received and logged together with brief details of the complaint. Any originating paperwork will be attached to the pro forma and then handed to the Quality Representative, or in the Quality Representative’s absence a deputy Quality Representative.
The Quality Representative (or deputy Quality Representative) will investigate or instruct an appropriate Manager to investigate the complaint.
All complaints will be acknowledged in writing within two working days of being logged. Where a complaint is deemed to be covered by the Financial Ombudsman Service, a written summary of this complaints procedure will be enclosed with the acknowledgement.
The investigation of the complaint will be considered urgent and the results of the investigation together with a proposed response will be submitted to the Quality Representative or Quality Representative’s deputy as soon as possible.
Investigation and resolution of the complaint should not take longer than 10 working days. If resolution will exceed 10 working days the complainant should be kept informed of this in writing and at subsequent intervals of no longer than 10 working days thereafter. In any event resolution should not exceed 8 weeks in accordance with the requirements of the Financial Ombudsman Service.
The result of the complaint will be recorded on the pro forma and all appropriate paperwork will be attached to the pro forma.
The pro forma will be signed off by the Quality Representative or deputy and details of any remedial action noted.
The Complainant will be notified of the result of the complaint. If the complaint is deemed to be covered by the Financial Ombudsman Service, the response to the complainant will detail the following:
- Indicate the letter is a final response to the complaint
- Summarise the complaint
- Summarise the outcome of the investigation
- Say whether the complaint is upheld or not
- Give details of any offer made to settle the complaint and a clear explanation of how that offer has been arrived at
- Advise that the complainant has the right to refer the complaint to the Financial Ombudsman Service within six months of our final response
- Enclose a copy of the Financial Ombudsman Service’s leaflet “your complaint and the ombudsman” with the response.