When clients encounter issues or concerns with our services, it's important to have a clear and efficient procedure for filing complaints and tracking their progress. Here's a detailed write- up outlining the procedure, along with a flowchart for visual reference:
Clients initiate the complaint resolution process by sending an email to us on our designated email address firstname.lastname@example.org for complaints. This email address is specifically established to handle and address client grievances.
In the email, clients should provide essential details:
Upon receiving the complaint email, we send an acknowledgment email to the client, confirming the receipt of the complaint. This acknowledgment provides the client with a reference number for future communication.
The complaint is then reviewed by the relevant department within the organization. Based on the nature of the complaint, it is assigned to the appropriate personnel for investigation.
The assigned team investigates the complaint thoroughly, gathering all necessary information, records, and documents. They analyze the client's concerns in relation to our policies and practices.
After a comprehensive analysis, they prepares a detailed response addressing the client's complaint. This response is sent to the client's email address.
If the client finds the resolution satisfactory, the complaint is considered resolved. The broker and client work together to ensure that the solution aligns with the client's expectations.
If the client remains unsatisfied with the broker's resolution, or if the issue is not fully addressed, the client may choose to escalate the complaint further.
The client is provided with information about the escalation process. This includes instructions on how to escalate the complaint to a higher authority.
If the client decides to proceed with escalation, they follow the designated process to raise the complaint to a higher level within the organization.