Complaint handling Mechanism
Our procedure includes the following steps.
1 - Listen to the complaint
Thank the customer for bringing the matter to our attention. Apologies are given at first instance.
2 - Record details of the complaint
We go through the complaint in detail so we can understand exactly what the problem is. Keep records of all complaints in one central place or register. It helps to identify any trends or issues.
3 - Get all the facts
Check that we have understood and recorded the details of the complaint correctly. Ask questions if necessary.
4 - Discuss options for fixing the problem
Ask the complainer what response they are seeking; it could be a repair, replacement, refund or apology. Decide if the request is reasonable.
5 - Act quickly
Aim to resolve the complaint quickly.
6 - Keep your promises
Keep the complainer informed if there are any delays in resolving their request.
7 - Follow up
Contact the customer to find out if they were satisfied with how their complaint was handled.