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Customer Complaint Policy

Customer Complaint Policy Template for England and Wales

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Key Requirements PROMPT example:

Customer Complaint Policy

"I need a Customer Complaint Policy for my online retail business that operates across England and Wales, with specific focus on digital communication channels and a 48-hour response time commitment, to be implemented by March 2025."

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Document background
The Customer Complaint Policy is essential for businesses operating in England and Wales to establish standardized procedures for handling customer grievances. This document ensures compliance with key legislation including the Consumer Rights Act 2015 and relevant regulatory frameworks. It outlines the complete complaint journey from submission to resolution, including response timeframes, escalation procedures, and available remedies. The policy helps organizations maintain consistent service standards while protecting both customer rights and business interests.
Suggested Sections

1. Purpose and Scope: Defines the policy's objectives and applicability

2. Definitions: Key terms used throughout the policy

3. How to Make a Complaint: Process and channels for submitting complaints

4. Complaint Handling Process: Steps taken to process and resolve complaints

5. Timeframes: Response and resolution time commitments

6. Customer Rights: Statement of consumer rights and protections

Optional Sections

1. Industry-Specific Procedures: Additional procedures for regulated industries - use when operating in regulated sectors

2. International Complaints: Procedures for handling cross-border complaints - use when serving international customers

3. Compensation Framework: Guidelines for compensation decisions - use when offering standardized compensation

Suggested Schedules

1. Complaint Form Template: Standard form for submitting complaints

2. Contact Information: List of relevant contact points and escalation paths

3. Service Level Agreements: Detailed response time commitments

4. External Resolution Bodies: List of relevant ombudsmen and ADR providers

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Complaint
Customer
Business Day
Service
Products
Resolution
Escalation
Alternative Dispute Resolution (ADR)
Ombudsman
Complaint Handler
Senior Management
Response Time
Resolution Time
Compensation
Vulnerable Customer
Written Communication
Electronic Communication
Acknowledgement
Final Response
Root Cause
Service Level Agreement (SLA)
Material Complaint
Regulatory Requirements
Appeals Process
Expression of Dissatisfaction
Third Party
Personal Data
Subject Access Request
Designated Complaint Handler
Quality Standards
Clauses
Purpose and Scope
Complaint Submission
Acknowledgement
Investigation Process
Response Times
Escalation Procedures
Resolution and Remedies
Record Keeping
Data Protection
Confidentiality
Accessibility
Staff Training
Quality Monitoring
External Reporting
Alternative Dispute Resolution
Compensation
Appeals Process
Vulnerable Customers
Third Party Representatives
Service Standards
Communication Methods
Document Retention
Review and Updates
Regulatory Compliance
Continuous Improvement
Root Cause Analysis
Customer Rights
Staff Responsibilities
Management Oversight
Performance Reporting
Relevant Industries
Relevant Teams
Relevant Roles
Industries

Consumer Rights Act 2015: Primary legislation defining consumer rights and business obligations, setting standards for quality of service and goods, and establishing available remedies for consumers

Alternative Dispute Resolution Regulations 2015: Regulations governing dispute resolution procedures and information requirements for businesses regarding ADR processes

Data Protection Act 2018 and UK GDPR: Legislation governing the handling of personal information in complaints, data retention requirements, and subject access rights

Equality Act 2010: Legislation ensuring complaint procedures are non-discriminatory, accessible, and include reasonable adjustments for disabled customers

Financial Services and Markets Act 2000: Legislation specific to financial services complaint handling and FCA regulatory requirements

Industry-Specific Regulations: Sector-specific complaint handling requirements and industry ombudsman schemes applicable to particular business sectors

Business Protection from Misleading Marketing Regulations 2008: Regulations ensuring fair and accurate communication about complaint procedures

Consumer Protection from Unfair Trading Regulations 2008: Legislation ensuring complaint procedures aren't misleading and meet fair treatment requirements

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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