Complaints are unfortunately inevitable for any company, no matter how compliant your business may be or how good your customer service is. Unfortunately, regulatory supervision and enforcement action is often complaint driven.

Therefore, you must have procedures in place to deal with all complaints, whether justified or not, and provide a comprehensive response within the timeframes set out by the appropriate regulator for example, under the FCA’s Dispute Resolution Handbook the time frame to investigate and respond in full is 8 weeks.

We can support organisations with outsourcing your complaint handling, freeing up your time to allow you to concentrate on other areas of your business or, we can provide in-house training to ensure your employees can competently and compliantly investigate and respond to any complaints.

Please see below what services we can provide:

• An independent and unbiased review of any complaints completed by one of our qualified complaints handlers
• Draft a detailed Final Response to the customer and suggest compensation amounts where necessary
• Perform a Root Cause Analysis to establish the cause of the complaint and prevent it from becoming a systemic issue
• Provide advice on how you can improve your processes to minimise the potential for further complaints
• Review and/or manage your Complaints Register
• Regulatory complaints data returns
• Correspond with regulators (such as the ICO, the FCA etc) or the FOS in respect of complaints that have been presented to them.
• Complaints Identification and Complaints Handling Training