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Managing Director
"Customer
satisfaction is our primary goal. If you have reason
to be dissatisfied please let us know so we can put
it right."
|
Here
your CEO or Director might describe your business ethos and
complaints philosophy e.g.
Our
company recognises the importance of complaints from our customers
and we aim to put things right as soon as we possibly can.
If you have a complaint, Suggestion or even a compliment we
would love to hear from you.
We
have devised the following 3 step complaint procedure to make
sure we can resolve your complaint quickly and effectively
for you.
|
| Step
1 - |
Here
you could have your branches or members index linked in order
to encourage local resolution of complaints e.g.
In the
first instance please contact directly the person with whom
you have been dealing. We can resolve most complaints very
early on if the problem is raised promptly. Please select
from the list below to contact your branch directly:
Here
you could have a simple list or a sophisticated search facility
e.g.
Branch
A
Branch B
Branch C
These
can be linked directly to the branch or member using email
addresses or our complaint
form mechanism.
|
| Step
2 - |
Here
you can describe your complaints procedures e.g.
Please
contact our Customer Care Team at head office. They will:
- Acknowledge
receipt of your complaint within 24 hours
- Contact you with a response to your complaint within 10
working days
To send
a complaint online to our Customer Care Team please click
the relevant link below:
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Customer Services Director
"My
team are here to help. If you have a complaint, a suggestion
or even a compliment we want to hear from you."
|
|
If your
complaint is about a new product you have purchased
please click
here
|
Here
you can include up to 20 complaint channels. These can be direct
email address links or can use our complaint
form mechanism (as we have in this example). You can also
link to any documents e.g. pdf forms or leaflets. |
|
If your
complaint is about a service you have had on a product
please click
here
|
| Step
3 - |
Here
you can describe any trade association, regulatory body or
ombudsman complaint procedures etc. that you have in place
e.g.
If
we are or have been unable to resolve your complaint you can
refer it to the ombudsman. The ombudsman is an independent
body that will consider unresolved complaints.
To refer your complaint to the ombudsman please click
here
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How
we are
doing - |
Here
you could have the percentage of complaints successfully resolved
this month or you could have the average time to resolve a
complaints and you can have the fastest and the slowest e.g.
Of
the complaints we have received in April:
98% have been resolved satisfactorily
100%
were responded to within our timeframe targets (resolution
offered within 10 days).
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