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CUSTOMER COMPLAINTS AND COMPLIMENTS POLICYPolicy Owner: Risk and Compliance Officer (FE Sector Policy) Date Approved: 16 September 2020 Version: 02 Equality Screening Date: 06 June 2016 Date of First
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How to fill out customer complaints and compliments

01
Provide a clear and accessible way for customers to submit complaints and compliments, such as an online form, email address, or phone number.
02
Gather relevant information from the customer, including their name, contact information, details of the issue or compliment, and any supporting documentation.
03
Acknowledge receipt of the complaint or compliment promptly and thank the customer for their feedback.
04
Investigate the complaint thoroughly and take appropriate action to resolve the issue, keeping the customer informed of progress along the way.
05
Follow up with the customer after the issue has been resolved to ensure their satisfaction and address any remaining concerns.
06
Use feedback from complaints and compliments to identify trends, improve processes, and enhance customer satisfaction.

Who needs customer complaints and compliments?

01
Businesses, organizations, and individuals who want to improve their products, services, and customer experience.
02
Customers who want their feedback to be heard and to help businesses address any issues they may have encountered.
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Customer complaints are expressions of dissatisfaction regarding a product or service, while compliments are positive feedback or praise from customers.
Any customer who has experienced a product or service issue or wants to provide positive feedback can file customer complaints and compliments.
To fill out customer complaints and compliments, one typically needs to provide personal details, the nature of the complaint or compliment, details of the transaction, and any supporting evidence.
The purpose is to gather customer feedback to improve services and products, address issues, enhance customer satisfaction, and recognize good service.
The report should include the customer's name, contact details, description of the incident, date, time, and any relevant documentation or evidence.
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