Client Complaint Policy Template for Nigeria

The Client Complaint Policy serves as a fundamental document for organizations operating in Nigeria, establishing a structured approach to managing customer grievances and maintaining service quality. This policy is essential for compliance with Nigerian consumer protection legislation, including the Consumer Protection Act 1992 and the Federal Competition and Consumer Protection Act 2018. It provides a framework for receiving, investigating, and resolving customer complaints efficiently and fairly, while maintaining detailed records for regulatory compliance. The document is particularly crucial in regulated industries where specific complaint handling requirements exist, and it helps organizations demonstrate their commitment to customer satisfaction and continuous improvement.

1. Purpose and Scope: Outlines the objectives of the policy and its application scope

2. Definitions: Defines key terms used throughout the policy including 'complaint', 'complainant', 'resolution'

3. Policy Statement: States the organization's commitment to effective complaint handling and customer satisfaction

4. Principles of Complaint Handling: Lists core principles such as fairness, accessibility, responsiveness, and confidentiality

5. Complaint Lodgment Process: Details how customers can submit complaints through various channels

6. Complaint Handling Procedure: Step-by-step process for handling complaints from receipt to resolution

7. Response Timeframes: Specific timeframes for acknowledging and resolving different types of complaints

8. Escalation Process: Procedures for escalating unresolved complaints to higher authorities

9. Record Keeping: Requirements for documenting and maintaining complaint records

10. Staff Responsibilities: Defines roles and responsibilities of different staff members in complaint handling