What should a client complaints handling process contain?
Ideally, your complaints handling process should make direct reference to the CREST process. This will provide clients with a great deal of confidence in your services and will provide you with access to knowledgeable, impartial views of any issues that might arise. This level of impartiality will often result in much faster resolution and reduce the need for legal action.
If you do not already have a client complaints handling procedure, please feel free to mirror the CREST process tailored to your company’s business. Any policy, however, must contain a clearly documented escalation path and a process for regular reviews and updates.