Complaints Process
Customer Contact
Pass to relevant team
Has it been dealt with?
Yes
No
No further action required
Customer provides details of their complaint, with required outcome
Update customer with outcome
Feedback Team contacts relevant personnel and responds to customer with suggested resolution
Is customer satisfied with suggested resolution?
Yes
No
Complaint closed. Any learning outcomes are implemented by the relevant service.
Feedback Team contact customer and review details of dissatisfaction and what customer requires.
Update given to customer
Feedback Team escalate to Formal Complaint?
No
Yes
Complaint closed. Any learning outcomes are implemented by the relevant service.
Update given to customer
Details of dissatisfaction and what customer requires passed to relevant Manager to investigate and respond
Complaint Resolved?
Yes
No
Complaint closed. Any learning outcomes are implemented by the relevant service.
Update given to customer
Details of dissatisfaction and what customer requires passed to a member of the Senior Management Team to investigate and respond
Complaint Resolved?
Yes
No
Complaint closed. Any learing outcomes are implemented by the relevant service.
Update given to customer
