You must have written procedures for dealing with customer complaints. The procedures must contain:
- the name or position/title of the person who receives customer complaints
- contact details for this person
- times and places complaints can be given at, which must not unreasonably restrict the customer’s ability to complain.
You must immediately provide a written copy of the complaint-handling procedure to any customer who wishes to make a complaint.
View our Sample complaints handling procedure for funeral providers.