The Complaint Resolution Policy serves as a cornerstone document for organizations operating in England and Wales, establishing standardized procedures for managing customer grievances effectively. This document is essential for ensuring regulatory compliance, particularly with consumer protection legislation and industry-specific requirements. The policy typically includes detailed processes for complaint submission, investigation, resolution, and appeals, while incorporating relevant timelines and service standards. Organizations implement this policy to demonstrate their commitment to customer service, maintain regulatory compliance, and ensure consistent handling of complaints across their operations.
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1. Purpose and Scope: Defines the objective of the policy and its application scope
2. Definitions: Key terms used throughout the policy
3. Complaint Submission Process: How to submit complaints and required information
4. Timeline and Acknowledgment: Response times and acknowledgment procedures
5. Investigation Process: Steps taken to investigate complaints
6. Resolution and Response: How decisions are made and communicated
7. Appeals Process: Procedures for appealing decisions
1. Industry-Specific Procedures: Additional procedures required for specific sectors (used when operating in regulated industries)
2. International Complaints: Procedures for handling cross-border complaints (used for businesses operating internationally)
3. Vulnerable Customers: Special provisions for vulnerable customers (used when dealing with retail customers)
1. Complaint Form Template: Standard form for submitting complaints
2. Contact Information: List of relevant contact points and departments
3. Service Level Agreements: Detailed response times and service standards
4. External Resolution Bodies: List of relevant ombudsmen and ADR schemes
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