By jennyh, Updated
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Complaints can be taken in any format and given to any member of staff (including through the website or on facebook/twitter)
I want to make a complaint.
The member of staff receiving the complaint will do what they can to reach a resolution
Ok, if you tell me more about your problem I'll see if I can help
Hello,I've spoken with the staff involved and they will be completing the work tomorrow. We'll keep your complaint open until the work has been done. I will call you tomorrow afternoon to check you are happy with everything.
Customer updated with progress in the customer's prefered format
Hello, I'm just calling to check that everything went well this afternoon and you are happy with the work done
Cases are kept open until associated work is completed and the customer is satisfied
If the customer is not satisfied it will be escalated to a complaint for further investigation
It's great. Thanks for your help
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