Explain the main points of agreed procedures for handling complaints

Complaint and compliment is vital part of any business ethics. It is also a way to know how your business is perceived by customers and what more needs to be done to improve the business operation. Main points of agreed procedures for handling complaints are explained in below -

Handling informal complaint: An informal complaint can be verbal or non-verbal. It can be dealt with formally or informally depending on severity of issue.

Handling formal complaint: Formal complaint must be submitted in written format with complainant’s name, contact details, signed and dated.

Acknowledgement Letter: Acknowledgement letter must be issued upon receiving any formal complaint.

Time-frame: Complaint must be dealt within 14 working days. Seek advice from our complaint helpline.

Decision Letter: Decision letter must explain our appeal procedures including Directorial review.

By Md Foisal Miah Talukdar