Putting things right

Every company should have a complaints procedure, but hopefully you won’t need to employ a dedicated complaints manager! Ideally complaints should be dealt with immediately, an apology issued if appropriate and matters should be put right.

Sometimes the complaint is more complicated or is disputed by a member of staff and you may need to instigate a formal enquiry. I can take on the investigation and resolution of complaints,which is often better done by an independent person than by someone in the company.

I have been a Complaints Officer and have chaired Complaints Committees (including one for West Yorkshire Police), so you can depend on my knowledge and experience in these matters.

I can provide model documents, policy and guidance and in West Yorkshire only, I can take charge of the procedure in person.