We’ll listen to and acknowledge the complaint and thank you for bringing it to our attention. We’ll accept ownership and not blame others. We will remain gracious and polite.
We will go through the complaint in detail so that we can understand exactly what the problem is. We will keep records of all complaints on a secure digital register. This will help us identify trends or recurring issues.
We will check that we have understood and recorded the details of the complaint correctly, asking questions where necessary.
We will identify what response you are seeking; it could be a revision, amendment, apology or commitment to improve. We will decide if the request is reasonable.
We will aim to resolve the complaint quickly. We believe that if there is a delay, the complaint can escalate.
We will keep you informed if there are any delays in resolving your complaint. We will not promise things that we can’t deliver.
Our final step is to contact you to find out if you were satisfied with how the complaint was handled. We will let you know what we are planning to avoid the problem reoccurring in the future.
Last updated: 1st March 2019
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