Customer Feedback and Complaints Procedure

 

1. IntroductionOur commitment to providing excellent service includes actively seeking and responding to customer feedback and complaints. This procedure outlines the steps for customers to provide feedback and for our organization to address complaints effectively and efficiently.

 

2. PurposeThe purpose of this procedure is to:- Ensure customer feedback and complaints are handled in a systematic and responsive manner.- Improve customer satisfaction and trust in our services.- Identify areas for improvement in our products and services.

 

3. ScopeThis procedure applies to all feedback and complaints received from customers regarding our products, services, or any aspect of their interaction with our organisation.

 

4. Definitions-

Feedback: General comments or suggestions from customers regarding our products, services, or operations.

Complaint: A formal expression of dissatisfaction from a customer regarding a specific issue that requires resolution.

 

5. Feedback Process:

 5.1 Submission- Customers can submit feedback through multiple channels: - Online feedback form on our website. - Email to our customer service department. - Phone call to our customer service hotline. - In-person at any of our locations.

 

 5.2 Acknowledgement- Feedback received via email or online form will be acknowledged within 24 hours.- In-person or phone feedback will be acknowledged immediately during the interaction.

 

5.3 Recording- All feedback will be recorded in our Customer Feedback Management System.- Relevant details such as date, customer information, feedback content, and any immediate response provided will be documented.

 

5.4 Review and Action- Feedback will be reviewed by the Customer Service Manager on a weekly basis.- Actionable feedback will be forwarded to the relevant department for consideration and potential implementation.- Customers who provided contact information may receive a follow-up communication if their feedback leads to significant changes.

 

6. Complaints Process

6.1 Submission- Complaints can be submitted through the same channels as feedback: - Online complaint form on our website. - Email to our complaints department. - Phone call to our complaints hotline. - In-person at any of our locations.

 

6.2 Acknowledgement- Complaints will be acknowledged within 24 hours of receipt, regardless of the submission method.- An initial response will be provided, indicating that the complaint has been received and is being reviewed.

 

6.3 Recording- All complaints will be recorded in our Customer Complaints Management System.- Details such as date, customer information, complaint description, and any immediate response will be documented.

 

6.4 Investigation

- Complaints will be investigated by the Customer Service Manager or a designated complaints officer.- The investigation will include: - Reviewing the details of the complaint.

- Communicating with the customer for additional information if necessary. - Consulting with relevant departments to understand the issue and potential causes.

 

6.5 Resolution- A proposed resolution will be developed based on the investigation findings.- The resolution will be communicated to the customer within 7 business days of the complaint being received.- If more time is needed for complex issues, the customer will be informed of the delay and provided with a new resolution timeframe.

 

6.6 Follow-up- Follow-up communication will be made to ensure the customer is satisfied with the resolution.- Complaints will be reviewed periodically to identify any recurring issues and opportunities for improvement.

 

7. Continuous Improvement- Feedback and complaints data will be analysed quarterly to identify trends and areas for improvement.- Recommendations for changes to policies, procedures, or services will be made based on this analysis.- Regular training will be provided to staff to enhance their skills in handling customer feedback and complaints.

 

8. Communication and Training- This procedure will be communicated to all employees and made available on our internal network.- Training sessions will be conducted to ensure all staff are familiar with the feedback and complaints handling process.

 

9. Review and Update- This procedure will be reviewed annually and updated as necessary to ensure its effectiveness and relevance.

 

---By adhering to this procedure, we aim to foster a culture of continuous improvement and demonstrate our commitment to valuing and addressing customer feedback and complaints.