BBSA Draft Complaints Policy for Member Use Introduction The BBSA Customer Code of Practice states: Members must have in place responsive and user-friendly procedures for dealing with customer complaints. Members must ensure that all staff are instructed in the handling of complaints. Staff should adopt a friendly and positive approach towards resolving a complaint. Members must ensure that all staff have the name and contact details of the person to whom complaints are to be referred to within their organisation. All members shall maintain a record of complaints and their resolutions. This should be made available for the BBSA to inspect whenever the BBSA so requests. Members shall co-operate with customers, their representatives and the BBSA in the resolution of complaints. In the event of a dispute which cannot be resolved between the parties either the customer or the member may refer it to the free mediation service offered by the BBSA. All members must co-operate with the BBSA conciliation service. In order to assist members, the BBSA has drafted a pro forma complaints handling policy (see below) for members to adopt, with their own amendments if required. If members do not use this pro forma policy, they must have their own policy which meets the requirements of the Code of Practice as detailed above. Policy statement This Policy is intended to ensure that our complaints procedure is effectively implemented, and that customers feel confident that their complaints and concerns are listened to and acted upon promptly and fairly. We look upon complaints as an opportunity to learn, improve and provide a better service. The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. Our complaints procedure is intended to: enable us to respond appropriately to issues raised by those making complaints in a timely manner; increase customer confidence in our products, services and processes; provide information that can be used by us to make improvements to our products, services, and complaint handling. This policy provides guidance to our staff and those who wish to make a complaint on the key principles of our complaint handling process. Our Commitment We expect all staff to:
BBSA Draft Complaints Policy for Member Use Introduction The BBSA Customer Code of Practice states: Members must have in place responsive and user-friendly procedures for dealing with customer complaints. Members must ensure that all staff are instructed in the handling of complaints. Staff should adopt a friendly and positive approach towards resolving a complaint. Members must ensure that all staff have the name and contact details of the person to whom complaints are to be referred to within their organisation. All members shall maintain a record of complaints and their resolutions. This should be made available for the BBSA to inspect whenever the BBSA so requests. Members shall co-operate with customers, their representatives and the BBSA in the resolution of complaints. In the event of a dispute which cannot be resolved between the parties either the customer or the member may refer it to the free mediation service offered by the BBSA. All members must co-operate with the BBSA conciliation service. In order to assist members, the BBSA has drafted a pro forma complaints handling policy (see below) for members to adopt, with their own amendments if required. If members do not use this pro forma policy, they must have their own policy which meets the requirements of the Code of Practice as detailed above. Policy statement This Policy is intended to ensure that our complaints procedure is effectively implemented, and that customers feel confident that their complaints and concerns are listened to and acted upon promptly and fairly. We look upon complaints as an opportunity to learn, improve and provide a better service. The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. Our complaints procedure is intended to: enable us to respond appropriately to issues raised by those making complaints in a timely manner; increase customer confidence in our products, services and processes; provide information that can be used by us to make improvements to our products, services, and complaint handling. This policy provides guidance to our staff and those who wish to make a complaint on the key principles of our complaint handling process. Our Commitment We expect all staff to:
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