Customer Complaints Procedure

1. Purpose

To ensure all customer complaints are handled promptly, fairly, and consistently to maintain
customer satisfaction and improve business operations.

2. Scope

This procedure applies to all employees and departments involved in customer interaction
across all products and services offered by the business.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction from a customer regarding a product,
service, or the way a service is delivered.

4. Procedure Overview

Step 1: Receipt of Complaint

• Accept complaints via phone, email, website form, social media, or in person.
• Attempt to resolve complaint informally at first point of contact.
• If a complaint cannot be resolved informally then all details to be emailed to the
complaints team at [email protected] who will then follow the
formal complaints process.
• Complaints will be logged in the complaints tracker and assigned a unique complaint
reference number.

Step 2: Acknowledgement

• Acknowledge receipt of customers complaint within 3 business days by sending a
complaint acknowledgement letter.
• Provide the customer with their complaint reference number and expected date of
resolution.

Step 3: Investigation

• Assign the complaint to the relevant team or individual within Freedom who will
investigate the issue thoroughly, including speaking with all relevant parties.
• Provide updates and information to the Complaints Team in Warrington
([email protected]) for the complaint tracker to be updated
and aim to resolve the complaint within 10 business days.
• If the complaint is more complex and requires further investigation the complaint
resolution time can be extended by a further 10 days. The customer must be
informed and a letter sent explaining the need for extension and a new resolution
date must be given.

Step 4: Resolution and Response

• Communicate the outcome to the customer via complaint resolution letter.
• Offer an apology, explanation, or appropriate remedy (refund, replacement, etc.).
• Log the resolution and close the complaint in the tracker.

Step 5: Escalation

• If the customer is not satisfied, they can escalate their complaint to CDRL (Consumer
Dispute Resolution Ltd). 12-14 Walker Avenue, Stratford Office Village, Wolverton
Mill, Milton Keynes, MK12 5TW. This information will be provided on the customers
final resolution letter.

Step 6: Review & Feedback

• Periodically review complaints for patterns.
• Use data to improve products, services, or training.
• Share learnings with relevant teams.

5. Responsibilities

6. Record Keeping

• Maintain records for a minimum of 2 years.
• Securely store complaints in accordance with data protection laws.