Complaints Handling Policy

1. Purpose

This document outlines Urban Deco's approach to managing customer complaints, detailing procedures for assessing, handling, and investigating complaints. It ensures a consistent and regulated approach to handling customer complaints, whether written or verbal and aims to prevent future issues by addressing root causes.

2. Policy Statement

Urban Deco is dedicated to providing a transparent, fair, and straightforward process for addressing customer complaints, and ensuring satisfactory resolutions for all complainants. Staff receive thorough training in handling complaints both in writing and over the phone.

The policy establishes a clear and accessible system for submitting complaints, with an emphasis on identifying root causes, determining accountability, and implementing measures to prevent recurrence.

3. Scope

This policy applies to all Urban Deco employees, including permanent, temporary, fixed-term staff, contractors, and third-party representatives. It ensures all staff comply with legal, regulatory, contractual, and business standards when handling customer complaints.

4. Objectives

Urban Deco defines a complaint as any instance of negative feedback from a customer, regardless of whether it is formally labelled as a complaint. Complaints are addressed through the following objectives:

Internal Objectives:

• Provide a clear, user-friendly process for customers to lodge complaints.
• Ensure accessibility to the complaints procedure.
• Equip staff with knowledge and training to handle complaints effectively.
• Investigate complaints thoroughly and fairly in a timely manner.
• Gather insights to enhance business operations and customer experience.

Complaint Handling Objectives:

• Resolve complaints and provide responses within 8 weeks of the initial contact.
• Provide written responses to complaints, even if initially raised by phone.
• Make complaint procedures accessible via the website and upon request.
• Assign trained staff to investigate complaints and report outcomes to the Customer Service Manager.
• Use complaint records to improve processes, communication, and business practices.

5. Responsibilities

5.1 Staff Training and Support

Urban Deco provides employees with the necessary time, resources, and training to handle customer complaints effectively. This includes comprehensive training on policies and procedures.

5.2 Oversight and Auditing

The Customer Experience Manager oversees complaint investigations, maintains the complaints log, and ensures corrective actions are implemented.

1. Statement

Every complaint is documented to enhance service delivery and reduce similar complaints in the future.

2. Purpose

The procedure ensures all complaints are managed systematically and transparently. A trained staff member investigates every complaint, providing customers with a clear outcome and guidance for escalation if needed.

3. Scope

The procedure applies to all Urban Deco employees, including temporary staff, contractors, and agency workers. Only trained personnel, the Customer Success Manager, or senior management handle investigations and responses.

4. Objectives

The procedure guarantees customers a professional, regulated process for raising and resolving complaints.

5. Procedure Details

5.1 Submitting a Complaint

Customers can request the complaints procedure and form via the website, email, or post. Complaints should be submitted in writing, but verbal complaints are also accepted and processed in the same manner.

If a complaint is raised over the phone, it will be escalated to a trained staff member or the Customer Experience Manager for immediate resolution. Even resolved complaints are documented, and customers are provided with the complaint procedure.

5.2 Acknowledging Complaints

A written acknowledgement is sent within 15 working days, outlining the process and expected timelines. Only trained personnel respond to complaints.

5.3 Investigation

Trained staff or the Customer Experience Manager gathers all relevant information, including documents and recordings, to conduct an impartial investigation. Internal interviews are documented and signed. Investigations are completed within 6 weeks to meet the 8-week final response deadline.

5.4 Final Response

The final decision, including any actions or compensation, is communicated within 8 weeks.

6. Complaint Recording

All complaints are logged in the Customer Complaint Register, which includes:

• Date
• Nature of the complaint
• Departments involved
• Complaint reference number
• Lead investigator
• Decision letter status
• Date closed