Keith Pattinson Limited
Complaints Process - (Internal Use Only)
We should be dealing with any complaint at first point of contact and not pass this off straight away, taking ownership of the complaint demonstrates we would be taking this serious with the aim of resolving as quickly as possible.
Please refer the complaints documents for our procedures including templates for emails to issue clients which we can tailor to suit.
We require what the complaint is (Good detailed description and understanding on what’s happened including information such as dates and chain of events, factual information).
We highlight we aim to resolve or update on a complaint within 15 working days but if we are unable to resolve within 3 working days then we send an acknowledgment email/letter to the client.
We need to understand what outcome the client wants from the complaint so we can understand expectations.
If the client isn’t happy with you dealing with the complaint or is unhappy with your outcome this needs to be referred to your manager or senior manager.
After understanding a complaint look for ways we can resolve the matter, what can we offer or do, does the client simply want an apology.
Building trust and relations is key for a successful complaint.
If the manager is unable to resolve after offering an initial outcome, then the complaint now needs to be referred to the complaints manager to investigate and offer final outcome, we have up to 8 weeks to resolve the complaint, but we would obviously aim to resolve prior to this.
All related documents to the complaint need to be shared including what the complaint is and what the client is wanting.