ABTAC Limited Complaints Form and Handling Procedure
Whilst we endeavor to provide the best customer experience possible, we do recognise that there are occasions where we may not meet our high standards. Please find below our Official Complaints Form and Official Complaints Handling Procedure. Alternatively you can contact us at [email protected].
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Official Complaint Handling Procedure for ABTAC Limited
Version 1.1 Last updated 1st September 2015 Procedure Objectives To deliver a consistent, high-quality and accountable response to complaints regarding ABTAC Limited. Process Overview The following key steps must be followed for all customer complaints received by ABTAC Limited: (1) Receive & classify (2) Acknowledge (3) Investigate (4) Resolve & confirm (5) Respond to customer (6) Follow up (7) QA & close The requirements for each of these steps is detailed below: (1) Receive and classify Summary: Ensure that all potential issues are captured by ABTAC, and classified for escalation, review and action as required. · Whilst there is a devoted complaints form on abtac.co.uk (on this page), we will process any: complaint, issue, or negative customer interaction received through any feedback channel. (2) Acknowledge Summary: It’s important to us to maintain transparency and ensure that the complainant is engaged throughout the review process. Therefore we will ensure that the customer receives a receipt acknowledgement including letting them know when they should expect a response. · For complainants contacting us via the “Official Complaints Form” on abtac.co.uk this will be via an immediate receipt confirmation message. · For complainants contacting us through any other feedback channel, we will endeavour to respond with a written acknowledgement sent by email with in a working day. |
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(3) Investigate
Summary: We will follow up all aspects of the complaint, both internal and external, to ensure that the key facts are identified and clarified.
· We endeavour to complete investigation of high priority (e.g. Safety or Operationally critical issues) within 5 working days. For non-urgent issues this may take up to 10 working days.
· We will conduct a thorough unprejudiced investigation, establishing:
o Who
o What
o Where
o When
o Why
· The final report will be communicated to the complainant.
(4) Resolve & Confirm
Summary: We will ensure that the final report and resolution is clear and fair. We will do this by:
· Ensuring that the proposed resolution does not prejudice ABTAC in any unnecessary legal or financial manner.
· Documenting the proposed action.
· Discussing and reviewing the solution from both the ABTAC Ltd and customer viewpoint to ensure fairness and clarity.
· The review should include recognition and documentation of any underlying issues that have contributed to the complaint and recommendations for actions to prevent further occurrence.
(5) Respond to Customer
Summary: We will provide the customer with the resolution within the timescales promised.
· The details of the findings and proposed resolution should be clearly explained (in written or verbal form as appropriate) to the customer- within the agreed timescales.
· If this cannot be done within the agreed timescale, the complainant should be contacted by telephone to inform of the delay.
(6) Follow up
Summary: We will ensure that complaints are followed up to confirm that customers are satisfied with the response given.
· All complaints must be followed up within a reasonable timescale.
· The follow up should identify the following:
(7) Quality Assurance & Close
Summary: We will ensure that the organisation as a whole is aware of relevant complaints and any underlying issues. Plan actions to remove these and prevent future recurrence.
· All complaints should be reviewed monthly.
· Any complaints where action can be taken to avoid recurrent must be acted upon
Summary: We will follow up all aspects of the complaint, both internal and external, to ensure that the key facts are identified and clarified.
· We endeavour to complete investigation of high priority (e.g. Safety or Operationally critical issues) within 5 working days. For non-urgent issues this may take up to 10 working days.
· We will conduct a thorough unprejudiced investigation, establishing:
o Who
o What
o Where
o When
o Why
· The final report will be communicated to the complainant.
(4) Resolve & Confirm
Summary: We will ensure that the final report and resolution is clear and fair. We will do this by:
· Ensuring that the proposed resolution does not prejudice ABTAC in any unnecessary legal or financial manner.
· Documenting the proposed action.
· Discussing and reviewing the solution from both the ABTAC Ltd and customer viewpoint to ensure fairness and clarity.
· The review should include recognition and documentation of any underlying issues that have contributed to the complaint and recommendations for actions to prevent further occurrence.
(5) Respond to Customer
Summary: We will provide the customer with the resolution within the timescales promised.
· The details of the findings and proposed resolution should be clearly explained (in written or verbal form as appropriate) to the customer- within the agreed timescales.
· If this cannot be done within the agreed timescale, the complainant should be contacted by telephone to inform of the delay.
(6) Follow up
Summary: We will ensure that complaints are followed up to confirm that customers are satisfied with the response given.
· All complaints must be followed up within a reasonable timescale.
· The follow up should identify the following:
- Is the customer satisfied with the response?
- Did they feel that their complaint was properly and fairly handled?
- Any negative responses to these questions should be actioned and directly follow up with customers.
(7) Quality Assurance & Close
Summary: We will ensure that the organisation as a whole is aware of relevant complaints and any underlying issues. Plan actions to remove these and prevent future recurrence.
· All complaints should be reviewed monthly.
· Any complaints where action can be taken to avoid recurrent must be acted upon