Latest member question: complaints process
I would like to ask members if any organisations have a time limit for a customer to escalate a complaint to Stage 2 of their complaints process? Can you help? Let us know below.
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Good morning, we have had one response in the Asset Management Network WhatsApp group as below:
We aren’t putting anything extra into this coming year budget, on the assumption that there will be a sufficient transition period between consultation opening and the requirement. It would however be interesting to know what others are doing and if there are any specific elements/components that others are now logging in order to prepare?
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We ask customers to escalate within 4 weeks of our stage 1 response but are flexible on this as we do not want to hinder access to the complaints process.
We are the same. 20 working days but with our discretion.
Good afternoon, we also had two responses in our Complaints Hub WhatsApp group:
• We state 20 working days after our S1 response, however, in reality we would now still accept an escalation if after this timeframe. The HOS have given a few frowns where previously we haven’t accepted an S2 past 20 days, so do bear that in mind. Hope that helps
• Similar here. We do put in our correspondence that should they wish for the complaint to be escalated to let us know within 14 days but in reality we accept any escalation unless we have a valid reason not to.