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Switcheroo / Proper Leads Complaint Handling Policy

Document Version: 1.0
Effective Date: 5th June 203

Review Date: 5th June 2024

  1. Introduction

This document outlines the official complaint handling procedure for the Switcheroo Company Contact Center. Our aim is to address customer complaints efficiently and effectively, ensuring customer satisfaction and continuous improvement in our service quality.

  1. Purpose

The purpose of this policy is to establish a standardized process for receiving, handling, and resolving customer complaints in a manner that is timely, fair, and respectful.

  1. Scope

This policy applies to all employees of the Switcheroo Company Contact Center who may receive or handle customer complaints.

  1. Procedure

4.1 Receipt of Complaint

Complaints may be received via phone, email, social media, or any other communication channels used by the company.

All complaints must be acknowledged within 24 hours of receipt.

4.2 Recording the Complaint

A unique identifier should be assigned to each complaint for tracking purposes.

All relevant details of the complaint should be recorded accurately in the complaint management system.

4.3 Assessment and Categorization

Complaints should be categorized based on their nature and urgency.

This will aid in prioritizing the handling process.

4.4 Investigation

An initial investigation should be conducted to understand the root cause of the complaint.

This may involve liaising with different departments or reviewing related documentation.

4.5 Response and Resolution

The complainant should be informed of the outcome of the investigation.

Solutions or next steps should be communicated clearly and promptly.

If the complaint cannot be resolved immediately, regular updates should be provided to the complainant.

4.6 Follow-Up

After resolution, a follow-up should be conducted to ensure that the complainant is satisfied with the solution.

Feedback should be solicited to improve the complaint handling process.

  1. Training and Awareness

All staff members will receive regular training on this complaint handling procedure. This ensures that complaints are handled consistently and effectively across the organization.

  1. Monitoring and Review

The effectiveness of the complaint handling process should be monitored through regular reviews.

Adjustments and improvements to the policy should be made as necessary based on feedback and observed trends.

  1. Confidentiality

All complaints and information obtained during the complaint handling process should be treated confidentially, in accordance with the company’s privacy policy.

  1. Policy Distribution

This policy will be made available to all employees and relevant stakeholders.

  1. Approval and Amendment

This policy is approved by the management of Switcheroo and is subject to amendment in response to changes in regulations, operational requirements, or stakeholder feedback.

Document Control:

Prepared by: Beau Heaven

Next Review Date: 5th May 2024