Complaints Process
Definition of Complaint
Any communication from a customer that indicates any sign of dissatisfaction with any aspect of the claim / contract / procedure, be it in writing or verbal.
Customers may make a complaint in person, by a telephone call, in writing or as an email.
Procedure for Dealing with a complaint
Complaint to be recorded on JWC database, capturing the following minimum information:
- JWC Reference number
- Insurance policy number (if applicable)
- Claim number ( if applicable)
- Claim type (if applicable)
- Service provider
- Title, surname & Initials
- Receipt date
In the majority of cases, the person to whom the customer first raises a complaint must take ownership and aim to resolve it immediately, unless it should be escalated.
On receipt of a complaint, you must apologise to the customer that they have felt the need to complain.
If a customer makes a complaint in writing, you must try to contact the customer by
telephone to discuss their complaint.
Record all complaint points and what the key issues are (communication, workmanship, delays, progression, TCF or other), relaying these back to the customer to check understanding, revising notes accordingly.
Include all dates, times, locations and source material referred to by the customer
If the complaint is in writing, contact the customer by telephone to discuss the
complaint.
If a customer makes a complaint about the handling of a previous complaint or is unhappy with the resolution on a previous complaint, e.g. the agreed action to resolve the complaint was not carried out, escalate this immediately and explain the reason for the customer making a further complaint
Take note of any distress, inconvenience or financial loss the customer feels
they have suffered. Including the frequency and / or the period of time it took place.
If the customer incurred a loss externally, inform the customer they may need to
provide evidence prior to receiving any related redress.
Establish with the customer, what they want to happen to resolve the
situation. If the customer’s expectations are considered to be unreasonable or unachievable, ensure that their demands are fully recorded, and then escalate the complaint to a Manager to resolve the complaint.
Procedure for Investigating the complaint
It’s important to assess each complaint fairly, consistently and promptly, considering all available evidence, without causing unnecessary delay in the handling process.
Colleagues must take reasonable steps to obtain all available relevant information. The type of evidence which is relevant will be dependent on the nature of the complaint, and the extent of any investigation should be proportionate to the nature of the customers’ allegation.
The purpose of obtaining evidence is to ensure colleagues have the information they need to ensure they get to the right customer outcome. If there is a piece of evidence which could influence whether any element of the complaint should be upheld or declined then colleagues should make all reasonable efforts to obtain it.
Investigate the complaint points using the available systems and evidence. Ensure to work through the complaint points noted when the complaint was received. If there is insufficient evidence, then this should be escalated to a manager for further guidance.
If the complexity or nature of the complaint requires escalation to reach a prompt
resolution for the customer, this should be escalated to a manager. Make a note of any errors you have identified. Determine whether any of the alleged distress, inconvenience or financial loss was suffered as a result of any errors found.
Refer to the notes taken when the complaint was received.
If no errors are identified, consider whether redress without admission of liability is
appropriate
Communicating Fair Outcomes
The outcome of an investigation into a complaint must;
- confirm if the complaint has been upheld or declined
- explain how the decision was reached
- redress any financial loss, distress and inconvenience
- be communicated clearly so that there can be no misunderstanding.
Complaint outcomes can be communicated face-to-face, telephone, in writing or by email. Where the outcome is to be communicated by letter or you are unable to contact the customer please ensure this is recorded an escalated.
Inform the customer of the outcome and explain your decision. When explaining your decision to the customer you must
- offer an apology
- explain why the complaint occurred
- explain your decision to uphold or decline the complaint
- explain your offer of redress (if redress is being made)
- set out next steps
Throughout the process ensure that the Complaint database is maintained and kept up to date with the following;
- Member of staff at JWC dealing with the complaint.
- Date of first contact with complainant by dealing member of staff & what is happening (telephone call or visit)
- Outcome
- Date complaint resolved
- Customer address and post code
- Customer telephone number / contact details
Alternative Dispute Resolution
If a complaint cannot be resolved and has reached a position of deadlock. The customer can access a Alternative Dispute Resolution Service (ADR) for complaint handling.
The ADR will be provided by the Federation of Master Builders. The process is explained on this link:
