A model internal complaints process

This document aims to help you make a change or update your internal complaints handling process. This will make it easier for you, and all your employees, when a consumer expresses their concerns about your service. By following a consistent and streamlined process, you can work to resolve complaints quickly and efficiently.

We encourage you to take the view that service complaints or expressions of dissatisfaction, whether they relate to communication issues, avoidable delays or a breach of your responsibilities, are constructive learning opportunities.

Top tip: Even if your employee believes the service complaint is incorrect or unjustified, it is important that you handle complaints with caution and empathy to prevent them escalating.

Note: Where senior leadership are responding to the complaint, use this acronym as a way of training and give constructive feedback to your staff:

Always remember

Stay calm

Empathise and listen

‍Remain attentive

Verify the facts

Inform and update them at every stage

Communicate clearly

Effective resolution

Making first contact

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Verbal

Often, complaints can be resolved simply by talking and listening, face to face, or over the phone.

A more in-depth investigation may be unnecessary if staff are capable and confident enough to deal with any concerns as soon as they arise, being assertive but polite when offering a solution. This can diffuse the situation and offer a quick and ‘informal resolution’.

Below is a brief examples you can use:

“I understand your concerns and would like to start off by apologising for the point(s) you have raised.”

An apology can go a long way, and is one of the first things consumers want to hear when they express their concerns. A ‘meaningful’ apology recognises the importance of their how they feel and shows empathy. It can also help any on-going relationship and restore their belief in your company.

“So I can get a better understanding please can you confirm the following…”

Put the consumer at ease by confirming your understanding of their concerns. This shows that you are engaged and listening and willing to resolve their complaint.

“Can you please tell me how you would like to resolve this, to put things right?”

There is always a possibility that their concerns are constructive and reasonable, in which case you can resolve it at this stage. If not, it’s time to escalate the complaint internally for a formal investigation.

Follow up email

It’s important to follow up any conversations in writing so that you have a complete history of the complaint. You can use the following template as a guide.

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Dear < >

“Following our conversation, <earlier today> or on <date> I am aware that we were unable to resolve your

concerns and reach a satisfactory resolution. While we aim to provide a good service and to do everything we

can to make sure you are satisfied, if you believe we have fallen short of this standard, and would like us to

investigate your concerns, please tell us.

You can write to us at  <<Agent name, email address or address and post code>>                                                    

Please include the following information and evidence, where it is relevant:

• A detailed explanation of your concerns and why you believe our service has fallen short
• How you believe your concerns can be resolved
• Any specific details that you feel would help, including, but not limited to:
• names of advisors you have spoken to in connection with the complaint
• the branch name in connection with the complaint
• time(s) and date(s) of the incident(s)
• telephone numbers and/or addresses you have used to contact us
• any written documents relating to your complaint
• any other documents which are relevant and support your complaint

We will confirm we have received your complaint within three working days. We will then investigate each point(s) you raise and send you our full response within 10 working days of us sending you the confirmation.

If we are unable to resolve your concerns in this time, we will provide you with reasons for any delay and an estimate of when you will receive our full response.

Following our final written response, we may conclude that the complaint process is complete and any future communication relating to the issue may be saved but not responded to.

If you remain unhappy with our final response is complete, you can ask Property Redress to investigate your complaint as long as:

• you have allowed us up to eight weeks from the date we received your written complaint to investigate and respond
• it is less than one year from the last communication we had with you, about this complaint

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Property Redress are a government approved redress scheme who resolve complaints, is free to use for those making a complaint and you can find more information on their website www.propertyredress.co.uk/Consumer[AH3] 

To make a complaint, fill out a complaint form or contact Redress Scheme directly or alternatively, visit their website and. You can reach the Property Redress Scheme via email at complaints@theprs.co.uk or through post at:

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Redress Scheme

Limelight

1st Floor Studio 3

Elstree Way

Borehamwood

Hertfordshire

WD61JH

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Investigating a complaint

A formal investigation may be the only option where:

• first contact is unsuccessful or,
• the issues are more complex or serious
• the consumer refuses to engage with anyone else other than senior management

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Concerns that need to be investigated and responded to by senior management, with help from the employees involved (if applicable), may happen when:

• they are needed to act as a third party, if the incident concerns an employee(s)
• it is a sensitive complaint and may need to involve someone with more experience
• a senior manager is required to sign the response off, which will prevent delays

If your internal complaints procedure has been completed, we are here to help you with resolution.

For more on our processes see our complaints guide for members, our Terms of Reference and our Conditions of resolution.

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