Contents
- Introduction
- Customer Complaints
- Client Complaints
- Client Satisfaction
1. Introduction
The policy outlined within this manual is applicable to both Field Recovery and Data Services Ltd (FRADS) and its subsidiary company FRADS Connect Ltd. The term FRADS throughout this manual relates to both limited companies.
This policy encompasses any instance / activity by FRADS that is considered to be of an unsatisfactory / unacceptable standard by either a Client or a Customer.
Through this policy it is our aim to ensure that the level of service provided to our Clients fulfils their expectations.
The responsibility of ensuring that complaints are thoroughly examined and acted upon lies with all Directors, Mangers, and Staff. The process will be overseen by the Complaints Co-ordinator, Peter Burton.
2. Customer Complaints
The following procedure must be adhered to when a customer complaint is received.
2.1 Any complaint received from a customer concerning the actions taken by FRADS since receipt of account, must be recorded on the Complaint Log and referred to the Complaints Co-ordinator.
2.2 The Complaints Co-ordinator will notify all relevant parties / individuals and discuss the complaint with them.
2.3 All activity on the concerned account will be suspended pending any necessary investigation and reply to the complaint.
2.4 All complaints shall be graded and action taken, where it is reasonably practicable to do so, within the following timescales:
2.4.1 GRADE 1 – Straight Forward Complaint
• Response sent by post within 2 working days
2.4.2 GRADE 2 – Complaint requiring an Investigation within FRADS
• Letter of acknowledgment sent within 1 working day
• Investigation conducted and response sent within 4 working days
2.4.3 GRADE 3 – Serious complaint regarding FRADS or a Client, and / or a complaint requiring information or assistance from a client
• Letter of acknowledgment sent within 1 working day
• Investigation conducted and response sent within 5 working days
• If it is not possible to complete the investigation within this time period due to the involvement of a client, a letter will be sent to advise of the delay, any subsequent delays will be acknowledged by further letters at 5 working day intervals
• The response letter will be sent as soon as possible
2.4.4 GRADE 4 – A potential or immediate risk to FRADS reputation whether it be via the media, legal action or any other form
• The Complaints Co-ordinator will notify fellow Directors immediately
• All contact, be it written or verbal must be recorded and distributed to all Directors
• A standard initial statement will be issued by the Board of Directors
• The Board, as a group, will investigate, discuss and decide upon the appropriate action
• The instance and any subsequent action will be recorded in the Board Meeting Minutes and followed through to completion
2.5 Once the validity of the complaint has been established the Complaints Co-ordinator will record all details on the Complaints Log
2.6 Where any action required involves the performance of any individual(s) the findings will be progressed as per the above procedure.
2.7 The Complaint Log will be discussed on a quarterly basis at the Board Meeting.
3. Client Complaints
The following procedure must be adhered to when a client complaint is received.
3.1 Any client complaint received must be passed to the Complaints Co-ordinator and duly recorded on the Complaints Log
3.2 The Complaint Co-ordinator will consult the client to determine the nature of the complaint
3.3 Once the full nature of the complaint is determined the Complaints Co-ordinator will notify all relevant internal individuals and the matter will be fully investigated
3.4 Having established the validity of the complaint, the Complaints Co-ordinator will record the details on the Complaints Log
3.5 Where any action required involves the performance of any individual(s) the findings will be progressed as per the above procedure
3.6 All client complaints will be discussed at the next Board Meeting and the if there is a requirement for corrective / preventative action to be implemented
3.7 Any corrective / preventive action that has been implemented will be reviewed on a monthly basis for 3 consecutive months to ensure effectiveness
4. Client Satisfaction
It is obviously important to the continued success and development of FRADS that client satisfaction is monitored. This is reviewed on a monthly basis via several methods which include:
• The continued use of our services
• An increase in new business from clients
• Client feedback via regular review meetings
• Performance measures via internal reporting
• Client performance league tables
• Client audits
