How to handle customer complaints
You must make sure your policies and procedures for accepting and handling complaints are fair, open and transparent.
Your procedures must give customers clear and accessible information on how to make a complaint.
They must also include:
- the timescales you will take to respond
- information about how the customer can escalate the complaint, if they are not satisfied.
You must have arrangements in place for your customers to be able to refer any dispute to an ADR provider if you have been unable to resolve the dispute within 8 weeks of receiving it.
You must also take account of any applicable learning or guidance that we publish and change your policies and procedures as necessary.
Handling complaints and Alternate Dispute Resolution (ADR) Next page
Developing complaints handling policies
Last updated: 20 February 2023
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