Complaints Training Guide for Customer Facing Departments

EXAMPLES

CCUK

Complaint: Yes

Category: Formal/Informal

Statement of dissatisfaction identifiable through tone and expressions and implying material distress.

CCSV

Complaint: Yes

Category: Informal

Informal complaint that could be escalated as an official complaint if the answer provided doesn’t satisfy the client.

CCBEL

Complaint: Yes

Category: Informal

Considered informal complaint. However, depending on the circumstances and information in UAA there is a chance that it could have been treated as simple query.

EXAMPLES

CCUK

Complaint: Yes

Category: Formal/Informal

Statement of dissatisfaction along with thread to take the case to the FOS.

CCSV

Complaint: Yes

Category: Formal

Statement of dissatisfaction. Client mentions FOS.

CCBEL

Complaint: Yes

Category: Informal

Despite the fact that the Customer mentions potential legal actions, the Complaint still considered to be informal according to our standards.

EXAMPLES

CCSV

Complaint: No

Category: Request to investigate

CCBEL

Complaint: No

Category: Enquiry

All cases related to the technical issue from the 5th of July are considered to be informal Complaints.

However, based on communication such a case would have been categorized as an Enquiry.

CCUK

Complaint: No

Category: N/A

Client’s queries can develop into complaints but are not complaints in itself.

EXAMPLES

CCUK

Complaint: Yes

Category: Formal/Informal

Complaint mentioned along with thread to take the case to the authorities.

CCSV

Complaint: Yes

Category: Formal

The client gives no other alternative rather than treating this as a formal complaint stating that if it’s not solved according to his wishes he will direct to the Regulator

CCBEL

Complaint: Yes

Category: Informal

Despite mentioned potential legal actions, such a Complaint is treated as informal, but it doesn’t make the case itself any less serious.

EXAMPLES

CCSV

Complaint: Yes

Category: Formal

The client gives no other alternative rather than treating this as a formal complaint stating that if it’s not solved according to his wishes he will direct to the Regulator

CCBEL

Complaint: Definitely

Category: Still informal

Despite peculiarities in legislation and categorisation there is no need to mention, that should this case be real, all efforts would be made to resolve ASAP.

CCUK

Complaint: Yes

Category: Formal/Informal

Complaint mentioned along with thread to take the case to the authorities.

Q&A