Self-assurance supporting outcome 11.8

Member complaints resolution process

Things to Think About

1. Have you set out a description covering the circumstances in which your complaints resolution process will apply and the principles you will adopt in trying to resolve complaints? Has this been approved by your board?
2. Is the process the complainant must follow clearly explained? For example, is it clear who will be involved in reviewing the complaint and who might be involved in any investigation, if that is considered necessary?
3. Are timescales and the manner of an initial response set out? For example, are all complaint letters acknowledged in writing within a specified period?
4. Do you have an escalation procedure that sets out what happens if the complainant is dissatisfied with how their complaint has been dealt with and/or the response from the organisation?
5. Is your member complaint resolution process regularly reviewed, including in light of how successfully or otherwise complaints were handled?
6. Are the numbers and types of complaints received monitored and reported to board?