6 principles of good complaint handling
We recommend that a robust complaints handling process should cover the following six universally-accepted principles – please read on for more practical tips on how to implement them.
A good complaints process should be
- Accessible
- User focused
- Timely
- Objective
- Resolution-focused
- A tool for learning and improvement
Principle 1 - An accessible process
All your staff should know where to access your complaints policy, and know the correct steps to follow and advice