Features of an Effective Complaints Procedure

• Clear


  Clear information on how and to whom customers make a complaint to, to ensure it gets to the right department.
• Speedy


  Speedy acknowledging that the complaint has been received.
• Time limit


  The time limit for dealing with complaints and finding a resolution.
• Customers kept updated


  Customers are kept informed of the progress of their complaint to ensure that they do not feel they have been forgotten about.
• Customers informed how their complaint will be dealt with


  Customers receive information about how their specific complaint is to be dealt with.
• Complaints handled professionally


  All complaints are treated seriously and logged.