CHG408 | Defining and recording a complaint: Digital complaints’ form and email complaints

Customers who wish to complain to us directly can do so electronically using our digital complaints’ form or email. These digital formats can be used to tell us of a new complaint or to discuss a complaint they have already made.

However, the customer may be using these routes about day-to-day business matters. Just because the customer has sent us a communication using this form, it does not mean we always have to treat it as a complaint.

Continuously refer to the complaint definition, when reading customer correspondence, and act accordingly.

Remember:

There still may be lessons to be learned from issues resolved at initial contact (that is before the issue becomes a tier 1 complaint), and you should have procedures in place to identify and share them.