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Complaints.pdf

DHP31-Complaints-Procedure.pdf
Preview of Complaints
🔗 Source: dongard.co.uk
📊 Size: 221 KB
👤 Author: sue
⬇️ Downloads: 113

Summary

Dongard Group's Customer Complaints Procedure aims to resolve customer complaints speedily and effectively. A complaint is any expression of dissatisfaction where the customer wants action. The procedure involves:
1. Customer contact via phone, email, or post,
2. Logging complaints in the Complaints Document,
3. Informing customers of their right to pursue complaints if unsatisfied,
4. Resolving complaints immediately if possible, or asking for written complaints,
5. Inspecting installed works or visiting customers within 7 days (or 24 hours if services are affected),
6. Recording visits and outcomes,
7. Keeping notes of contacts and communications,
8. Responding with findings within 10 working days,
9. Advising on further action if complaints cannot be resolved,
10. Directing technical complaints to technical management,
11. Avoiding court action without first trying to resolve the problem,
12. Reviewing the Complaints Log to prevent recurring complaints,
13. Writing to clients with resolved complaints to detail actions taken and preventive measures.

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Description

Dongard Group's Customer Complaints Procedure aims to resolve customer complaints speedily and effectively.

Technical Information

  • File Format: PDF
  • File Size: 221 KB
  • Pages: 2
  • Language: EN
  • Author: sue
  • Total Downloads: 113
  • Last Updated: 2 weeks ago

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This PDF document about Complaints provides comprehensive information and guidance. Whether you're a beginner or advanced user, this resource offers valuable insights into Complaints.

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