Research shows that a good complaints process – one that is well explained and easy to follow – can increase consumer confidence in a firm, especially when they are able to address problems that arise. It demonstrates that the provider has confidence in the service they offer and that they are committed to delivering to the highest standards. To help with the complaints process we have produced a guide ‘Listen, inform, respond: A guide to good complaint handling’ which has been updated using feedback and best practice from first tier complaints research. Read or download it below.
Listen, Inform, Respond: A guide to good complaints handling for CMCs (pdf opens in new window)