Set Up a Fair Way to Handle Customer Complaints and Learn from Them

## Tell Complaints Apart from Requests and Assign an Independent Investigator Distinguish a request for information or a transaction from an expression of dissatisfaction alleging breach, harmful administration, inaction, or unfair treatment. Make complaint submission visible, accessible, and free for clients and prospective clients. Assign accountable oversight, qualified handlers, and an investigator who is independent of the matter and free from influence or conflicts. ## Gather Evidence, Then Explain the Decision and Any Compensation Acknowledge promptly, explain the process and expected timeline, and provide progress updates. Gather evidence, compare similar cases, and assess consistently whether to uphold or reject the complaint, what redress is appropriate, and whether another party shares responsibility. Distinguish compensation that accepts liability for loss from a goodwill payment that does not. Communicate in plain language, give reasons, fulfill accepted remedies promptly, and explain escalation or external recourse when dissatisfaction remains. ## Log Every Complaint and Use the Records to Fix Repeat Problems Log every complaint, owner, category, evidence, decision, remedy, timeline, and outcome; retain records for the period required by policy and law. Escalate complex, unusual, overdue, or regulatory matters to people with suitable seniority and expertise. Classify complaints under applicable reporting rules, monitor supplier handling, train staff, analyze aggregate data for recurring harm and control gaps, report trends, and review the procedure at least annually.