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Complaints Handling Procedure Flowchart

The document outlines a complaints handling procedure consisting of two stages: Frontline Resolution and Complaint/Investigation. Complaints can be made through various channels and should be resolved quickly at Stage 1, with a decision provided within one working day. If unresolved or complex, the complaint moves to Stage 2, where it is investigated and a decision communicated within ten working days.

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ARINDAM SETT
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29 views1 page

Complaints Handling Procedure Flowchart

The document outlines a complaints handling procedure consisting of two stages: Frontline Resolution and Complaint/Investigation. Complaints can be made through various channels and should be resolved quickly at Stage 1, with a decision provided within one working day. If unresolved or complex, the complaint moves to Stage 2, where it is investigated and a decision communicated within ten working days.

Uploaded by

ARINDAM SETT
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

Stage 1 A complaint may be made in


Frontline person, by phone, by email or in STAGE 2 COMPLAINT/
Resolution writing. Your first consideration is INVESTIGATION
whether the complaint should be
dealt with at Stage 1 (Frontline
resolution) or Stage 2
(Complaint/Investigation )
Stage 2
Frontline Complaint/Investigation
Resolution Always
try to resolve the 1. Investigate where the complainant is
complaint quickly still dissatisfied after communication
and to the of decision at Stage 1.
complainant’s 2. Investigate where it is clear that the
satisfaction complaint is particularly complex or
wherever possible will require detailed investigation

Provide a Send acknowledgement within


decision on the one working day.
complaint
within one
working day
unless there are
exceptional Provide the decision as soon as possible , within 10
circumstances working days, unless there is a clear reason for
extending this timescale.

Communicate the decision in


Is the writing. Advise the
complainant complainant about the SPSO
satisfied and time limits
with the
NO
decision?

Complaint closed and


YES outcome recorded

Complaint closed
and outcome
recorded

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