Complaints Handling

Learn how to effectively handle complaints with guidance on investigation procedures, internal documentation, and professional response writing. This resource covers practical steps and techniques for managing customer complaints from start to finish.

By James Quinn

Hi there Peeps!

I’ve been asked to put together a session that will include:

– How to investigate a complaint

– How to write up an internal investigation

– How to write a good complaint letter response

I have quite a few examples I can use for discussion etc and was considering using the SCRAP mnemonic.

Has anyone had any experience with this subject?

Im starting from scratch and wouldn’t mind a few pointers.

Many thanks

James

Hi there Peeps!

I've been asked to put together a session that will include:

- How to investigate a complaint

- How to write up an internal investigation

- How to write a good complaint letter response

I have quite a few examples I can use for discussion etc and was considering using the SCRAP mnemonic.

Has anyone had any experience with this subject?

Im starting from scratch and wouldn't mind a few pointers.

Many thanks

James

One Response

User deleted says:

July 24, 2012 at 3:40 pm

Complaints Handling

I’m a training/compliance consultant in financial services where written and effective complaints handling are basic requirements for all regulated firms. There are lots of places to look for content – drop me an email on terrysbateman@gmail.com and I’ll gladly point you towards some ideas and resources.