1. Introduction
This document sets out the process for managing Customer complaints. The procedure sets out the requirements and the Appendix sets out what should be published on the website for Customers to follow the process
2. Issue Tracking and Management
The business have in place a method of tracking and managing issues and this
procedure supports the process with a clear escalation path for an unresolved
issue as perceived by the Customer.
3. Customer Complaint Escalation process
To track complaints a three-stage escalation process is set out below.
a)
Customer Service Representative
First line contact with the Customer should resolve most issues
All Customer Service staff should/will receive training in the management of
complaints
Where issues are not able to be resolved directly by the Customer Service
Representative then they should escalate to a suitable person in the
organisation.
b)
Customer Service Manager
Manager responsible for escalated issues.
Not necessarily the Customer Service Representative line manager but
should be provided the responsibility to resolve Customer Complaints
c)
Director
of Service Delivery
A Director nominated for the resolution of customer issues and is responsible
for the regular review of Customer issues and Service delivery.
4. Procedure on the Website
The attached process should be attached to the website. The Customer Service Team and the nominated Customer Service manager is responsible for the end-to-end process of Customer complaint process and ensuring that any complaints are:
· Managed effectively
· Recorded and answered correctly to the timescales set out on the website
· Lessons learnt are fed back into the organisation
5. Reporting Complains to the Board
A summary report of all complaints will be submitted to the
Board annually.
Customer Complaints Procedure (Website)
What to do if you are unhappy with our GP-Billing service
We want you to have a great experience using GP-Billing and we take pride in the services we provide, however if we do not match your expectations, then we would love to hear from you and can put things right.
Below is our escalation process, so you can be clear how we will handle your feedback.
1. Contact your Customer Service Representative and ask them to resolve the situation
In the first instance you should set out the issue and ask them to resolve the situation. This will be successful in most cases.
2. Contact our Customer Services Manager
If you do not receive a satisfactory response from your Customer Service Representative, you can submit a complaint to our Customer Services Manager or call us on 01534 607000. We will investigate the situation and respond to you with our findings within 10 working days. If we need to investigate your comments in greater depth, it may take us longer than 10 working days. If this is the case, we will be in touch to give you an estimate date, when we will be able to respond.
We may ask you to confirm the accuracy of your report, to ensure we can respond promptly and without having to contact your further for additional details.
Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive, as this will allow us to improve our service to you.
3. Contact the Director of Service Delivery
If you are not satisfied with the response that you have received from the Customer Services Manager, you can escalate your complaint to the Director of Service Delivery or write to us at the address below or email us at John.Woodhouse@gpbilling.co.uk
All escalated complaints should be made in writing and include the following information:
§ Your name and contact details and the registrar information if appropriate.
§ A clear description of your concern or complaint.
§ What steps you would like us to take to resolve the issue
§ Please write "Complaint" clearly on the top of your letter or in the subject line of your email.
When the Director of Service Delivery receives your complaint, it will be acknowledged within two working days. We will then fully investigate your complaint and will respond within 10 working days.
If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
It may be necessary to contact you for further information during this process.
Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.
Customer Services Team
t: 01534 761791
Customer Services Manager
e: Nathan.Wright@enhancedtechnology.co.uk
t: 01534 607000
Director of Service Delivery
e: John.Woodhouse@gpbilling.co.uk
t: 01534 607000
a: Director of Service Delivery
Total Solutions Group
PO Box 522, St Helier, Jersey, JE4
5UF