What is a Complaints Policy and Escalation Process?
A complaints policy and escalation process outlines your organisations process to dealing with a complaint towards your business. The policy should outline the exact way the complaint will be handled from the moment it is logged, who will handle the complaint, the timescales involved with dealing and investigating it and how the complainant can escalate the complaint further should they not be satisfied with the outcome.
It is very important when tendering for public sector tenders or large private sector tenders that organisations can clearly see how you treat customers and stakeholders when it comes to dealing with complaints as this could have an adverse affect on how their business is viewed.
How an organisation deals with a complaint usually forms part of a service level agreement which is drawn up at the beginning of a contract and organisations are monitored and judged by the level of them and how efficiently they have dealt with them.
What can we offer?
Klick Business Solutions can provide a templated Complaints Policy and Escalation Process that you can tailor and use to your exact requirements. The document is a comprehensive policy document suitable for public sector tenders and private sector tenders of all types.
We can also liaise with you and write a bespoke policy document for your organisation if you wish?
For more details on our Complaints Policy and Escalation Process, please contact us here.
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