CHG1000 - Learning from complaints

Complaints are a rich source of data that offer a unique insight into a customer’s experience of our services. They can help us improve our policies, procedures and practices. By identifying why our customers are unhappy and what makes them complain, we can then put things right at the earliest opportunity. This can produce savings and prevent the same problems and complaints re-occurring.

While it is likely that we will have more lessons to learn from complaints that are upheld or partially upheld, it is still possible that complaints that are not upheld can provide learning points for us. So, before the case is filed away as resolved, ensure that you have extracted all the lessons you can from the complaint.

The Complaints Handling Analysis & Reporting Tool (CHART), our single complaints management system, allows us to analyse complaints and identify what improvements we can make to our processes. However, if you identify any lessons that we can learn from when you are handling a complaint, please share your findings and any suggestion(s) for resolution in line with the guidance appropriate to your business area.

The Complaints Exit Survey also offers our customers the opportunity to provide insight on their experience of our handling of their complaint. Where appropriate, it is important to offer the survey so we can obtain actionable insight and learn from their experience.