Notes

COMPLAINT- dissatisfaction

REGUALTORS
1. OFCOM- official communication- set rules, regulations and guidelines for telco/ record complaints > most complained about company
2. FCA-financial conduct authority

ADJUDICATORS/ADR
1. Ombudsman for communications- general complaints
2. FOS ( financial ombudsman services)- loan agreements

*if complaints is unresolved after 8weeks/56 days, cx can now approach ADR without an ADR letter
*the cx is given 12 months to approach the ombudsman after ADR letter is received.

Why do we need complaint
- lose our license
-be fined
-be forced to change our processes

What are the guidelines
- investigation
-document
-time scale
-escalated
-specialist complaints team

COMPLAINT TYPES
- INFORMAL COMPALINTS- any complaint that can be resolved by you or your manager.
- FROMAL COMPLAINT- any complaint that cannot be resolved by your manager, will be sent to the specialist complaints team.

FCA- devices
NON-FCA- Airtime and tariff

NON FCA (OFCO)
-first contact
-resolved
-manager
specialist complaint team

CUSTOMER OWNERSHIP
- as soon as you identify a complaint, log it
- non cx and 3rd parties can make complaints too in 360. if you can't clear DPA, log the complaint as a non cx.
- if the cx already has an open complain, try and resolve the issue.
- if a cx contacts us again after their complaint has already been resolved, take ownership of this and try to resolve it again.
- if you need to transfer the contact to another department, you are responsible for telling the advisor about the complaint during the warm transfer and leaving full transfer and complete notes.
- in the event that you are told to cold transfer , due to queue length, you still have a responsibility to leave full notes on the account and advise the cx that you've did so.

COMPLAINT TICKET STATUSES
- in-review- before our agents decide what to do with a ticket, they need to review it's validity
-in-progress- to highlight that agent has started working on the ticket.
- verbal acceptance/closed- while working on a ticket, an agent may have to contact the cx
-resolved- after an agent has found a solution, the ticket status is changed to resolved.
- closed- if the cx accepts the resolution and not responded within 28 calendar days.

EOD NOTES
1. resolved complaints
title: complaint resolved
note:
a. MPN
b. Contact's Name
c. Reason for complaint
d. record if 3rd party
e. Advise from TM (where applicable)
f. action resolution

2. unresolved complaints
title: complaint unresolved
note:
a. MPN
b. Contact's name
c. reason for complaint
d. offered resolution
e. TM assigned for callback & agreed callback time

3. Transferred Complaints