IHTM02243 - Communications: Handling of complaints and compliments

Whenever you receive either a complaint, defined as ‘any expression of dissatisfaction by a customer that they are unhappy with the way we have handled their affairs’, or a compliment on how we have handled a case or provided good customer service, you must deal with them as quickly as possible. You should consult your manager and follow your local processes to ensure that when necessary they are referred promptly to the appropriate individuals or team.

General guidance on handling complaints can be found in the Complaint Handling Guidance and Complaints and Remedy Guidance manuals.