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GCU CHP Flowchart PDF

The complaint handling procedure flowchart outlines a two-stage process for handling complaints. Stage 1 involves frontline resolution where complaints can be resolved quickly with the goal of satisfying the complainant. Stage 2 is for more complex complaints that require investigation. The stages include acknowledging, investigating, communicating decisions in writing, and advising on further complaint options within set timescales.

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Jhayanti Nithyananda Kalyani
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185 views1 page

GCU CHP Flowchart PDF

The complaint handling procedure flowchart outlines a two-stage process for handling complaints. Stage 1 involves frontline resolution where complaints can be resolved quickly with the goal of satisfying the complainant. Stage 2 is for more complex complaints that require investigation. The stages include acknowledging, investigating, communicating decisions in writing, and advising on further complaint options within set timescales.

Uploaded by

Jhayanti Nithyananda Kalyani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

COMPLAINTS HANDLING PROCEDURE FLOWCHART

A complaint may be made in person, by


STAGE 1 phone, by email or in writing. Your first STAGE 2
FRONTLINE consideration is whether the complaint should COMPLAINT/
RESOLUTION be dealt with at Stage 1 (Frontline resolution) INVESTIGATION
or Stage 2 (Complaint/Investigation) of the
CHP

Stage 1 Stage 2
Frontline Resolution Complaint/Investigation

Always try to resolve the 1. Investigate where the complainant is still dissatisfied after
complaint quickly and to the communication of decision at Stage 1.
complainant’s satisfaction
wherever possible 2. Investigate where it is clear that the complaint is particularly
complex or will require detailed investigation.

Provide a decision on the


complaint within five working Send acknowledgement within
days unless there are three working days.
exceptional circumstances

Provide the decision as soon as


possible but within 20 working
days, unless there is a clear reason
Is the complainant for extending this timescale.
satisfied with the NO Include information on Scottish
decision? Public Services Ombudsman.

YES

Communicate the
decision in writing.
Advise the
Complaint closed and complainant about
outcome recorded the SPSO and
time limits

Complaint closed and


outcome recorded

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