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OUR COMPLAINT HANDLING PROCEDURES INFORMATION FOR CUSTOMERS This procedure is written in accordance with the Financial Conduct Authority (FCA) Complaint Handling Rules and is issued in the event of

How to fill out our complaint handling procedures

How to fill out our complaint handling procedures:

1. Start by familiarizing yourself with the complaint handling procedures document. Read through the entire document to understand the steps and guidelines for handling complaints within our organization.
2. Pay attention to any specific instructions or forms that need to be completed as part of the complaint handling process. Make sure you have access to these forms and understand how to properly fill them out.
3. Gather all relevant information about the complaint, including details about the person making the complaint, the nature of the complaint, any supporting documents or evidence, and any previous actions taken related to the complaint.
4. Follow the step-by-step process outlined in the complaint handling procedures document. This may include documenting the complaint in a specific format, assigning a complaint reference number, determining the appropriate personnel to handle the complaint, conducting investigations, and maintaining communication with the complainant throughout the resolution process.
5. Ensure that all required fields are completed accurately in any complaint forms or documentation. Provide clear and concise information to facilitate efficient handling and resolution of the complaint.
6. If any additional actions or steps are required beyond the standard complaint handling procedures, make sure to note and follow them accordingly. This could include escalating the complaint to higher levels of management, involving other departments or teams, or seeking legal advice.
7. Once the complaint has been resolved or closed, update the relevant records, notify the complainant of the outcome, and ensure that any necessary follow-up actions are taken.
8. Regularly review and update the complaint handling procedures to reflect any changes in regulations, best practices, or internal processes.

Who needs our complaint handling procedures:

1. Managers and supervisors: They need to understand the complaint handling procedures to effectively manage and oversee the complaint resolution process within their respective teams and departments.
2. Customer service representatives: They need to be familiar with the complaint handling procedures in order to accurately document and address customer complaints.
3. Quality assurance personnel: They need to understand the complaint handling procedures to monitor and assess the effectiveness of the complaint resolution process, identify any trends or recurring issues, and implement improvements as necessary.
4. Legal and compliance teams: They need to be aware of the complaint handling procedures to ensure that the organization is compliant with relevant laws, regulations, and industry standards related to complaint management.
5. All employees: It is beneficial for all employees to have a basic understanding of the complaint handling procedures, as they may at some point be involved in the complaint resolution process or need to refer customers or colleagues to the appropriate channels.

Overall, the complaint handling procedures document provides a structured approach to effectively and efficiently handle complaints within our organization, ensuring that all parties involved are treated fairly and that complaints are resolved in a timely manner.

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