Complaints Handling Policy and Procedure Manual


Complaints Handling Policy and Procedure Manual


The way a complaint is dealt with can either enhance the reputation of an organisation, or damage it in the mind of the complainant forever. Rather than ignoring their existence, a real opportunity exists for organisations to take a complaint and turn it into a positive experience for the customer.

It is important for every member of an organisation’s staff to know and follow the correct complaints handling procedure, to ensure that the complainant gets the best possible customer service.

This document provides an outline of:

  • the objective for having a policy in place;
  • the nature of the complaints to be handled;
  • how to receive and record the complaint; and
  • the processing required to resolve any disputes.

Included is a template Complaints Entry Form, as well as a Process Flow Diagram which outlines the procedure in diagrammatic form for quick reference.