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Complaints Management Policy

Complaints Management Policy Template for England and Wales

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Key Requirements PROMPT example:

Complaints Management Policy

"Need a Complaints Management Policy for our retail business operating across England and Wales, with specific focus on handling online shopping complaints and social media feedback; policy must be compliant with latest e-commerce regulations and ready for implementation by March 2025."

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Document background
The Complaints Management Policy serves as a crucial governance document for organizations operating in England and Wales, establishing standardized procedures for handling customer grievances effectively and legally. This policy is essential for maintaining regulatory compliance, particularly with consumer protection and data privacy laws. The document typically includes detailed processes for complaint submission, investigation, resolution, and reporting, while also defining roles and responsibilities within the organization. It helps ensure consistent handling of complaints across the organization while maintaining compliance with relevant regulatory requirements.
Suggested Sections

1. Purpose and Scope: Defines the objectives and application of the policy

2. Definitions: Key terms used throughout the policy including what constitutes a complaint

3. Complaint Submission Process: How complaints can be submitted and through which channels

4. Timeframes: Response times and handling deadlines for different types of complaints

5. Roles and Responsibilities: Who handles complaints and their duties within the organization

6. Investigation Process: Steps taken to investigate complaints and gather evidence

7. Resolution and Response: How complaints are resolved and communicated to complainants

Optional Sections

1. Industry-Specific Procedures: Additional procedures required for regulated industries such as financial services, healthcare, or education

2. Vulnerable Customers: Special provisions and accommodations for handling complaints from vulnerable individuals

3. International Complaints: Specific procedures for handling complaints from international customers or cross-border issues

Suggested Schedules

1. Complaint Form Template: Standard form for recording and processing complaints

2. Escalation Matrix: Detailed escalation procedures and contact information for different levels of complaint handling

3. Response Templates: Standard response templates for different types of complaints and stages of the process

4. Service Level Agreements: Detailed timeframes and performance metrics for complaint handling

Authors

Alex Denne

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

alex.den.21@genieai.co
Relevant legal definitions















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Relevant Industries
Relevant Teams
Relevant Roles
Industries

Consumer Rights Act 2015: Primary legislation governing consumer rights and business obligations, including the right to complaint handling and redress for goods and services

Equality Act 2010: Ensures complaints handling procedures do not discriminate against protected characteristics and are accessible to all

Data Protection Act 2018: Governs how personal data within complaints must be handled, stored, and processed

UK General Data Protection Regulation (UK GDPR): Provides framework for data protection and privacy in complaints handling, including rights of access and retention periods

Enterprise Act 2002: Contains provisions relating to consumer protection and business compliance in complaint handling

Financial Services and Markets Act 2000: Specific requirements for financial services firms in handling complaints, including regulatory reporting obligations

FCA Handbook (DISP): Financial Conduct Authority's Dispute Resolution: Complaints sourcebook, detailing specific requirements for financial services complaints

Care Quality Commission Regulations: Specific requirements for healthcare providers in managing and responding to complaints

Housing Act 2004: Relevant for housing-related complaints and property management dispute resolution

Education Act 2002: Framework for handling complaints in educational institutions

ADR for Consumer Disputes Regulations 2015: Regulations governing alternative dispute resolution procedures and requirements for businesses

ADR for Consumer Disputes (Amendment) Regulations 2015: Updates and modifications to the original ADR regulations

BS ISO 10002:2018: British Standard providing guidelines for complaints handling in organizations, including quality management principles

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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