The Client Complaint Policy serves as a crucial document for organizations operating in England and Wales, establishing transparent and consistent procedures for addressing customer dissatisfaction. This document is essential for regulatory compliance, particularly in regulated industries, and demonstrates commitment to customer service excellence. The policy must align with various legislative requirements including the Financial Services and Markets Act 2000, Consumer Rights Act 2015, and relevant regulatory frameworks.
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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 investigate and resolve complaints
5. Timeframes: Response times and resolution deadlines
6. Record Keeping: Documentation requirements for complaints
1. Industry-Specific Procedures: Additional requirements for regulated industries (include when operating in regulated sectors)
2. International Complaints: Handling complaints from international clients (include when serving international customers)
3. Vulnerable Customers: Special procedures for vulnerable individuals (include when dealing with retail customers)
1. Complaint Form Template: Standard form for recording complaints
2. Contact Information: Details of relevant departments and external bodies
3. Flowchart of Complaint Process: Visual representation of complaint handling procedure
4. Regulatory Requirements Summary: Overview of applicable regulatory obligations
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