Complaints are unfortunately a part of any organisation! Having a robust and effective complaint handling procedure is therefore an essential business practice. Some issues are minor and can be resolved instantly, in an informal manner. Others require the use of a formal complaint process with an investigation and response.
For most businesses, it is imperative to have a complaint policy and procedure that offer a consistent and fair approach when handling customer complaints.
A standard complaint handling policy and procedure should aim to include a policy statement; the scope of the document; your company objectives on how complaints will be handled and responded to; how customers can raise a formal complaint and what the timeframes are for receiving a response.
The more detailed areas of a complaint procedure template include controls for complaint handling; staff training; investigations; generic decision letters and responses and responsibilities.
Why use a complaint policy template? Read our guidance on why templates are useful and can save you time and money!
