Complaint Management

Complaint Management Solutions

At Regulation & Compliance Office, our Complaint Management service supplies an independent and impartial approach to complaint management.

RACO’s Complaint Management team are well versed in the handling and investigation of complaints, and can work with businesses and their customers to promptly identify and address issues in a way that facilitates resolution.

We adopt an approach which prioritises the earliest possible resolution, meaning complaints are diffused before the situation can escalate.

This approach consists of:

• Complaint receipts and first discussions with the business
• Customer Introductions and following discussions with the customer
• Early resolution (if possible)
• Liaising with the personnel involved, we will conduct a full investigation and review documents
• Draft response and reports
• Respond to the client and further discussions if necessary
• If a resolution has not yet been reached, we will continue our investigation (reporting when necessary)
• Final stance and resolutions
• If still not resolved, we will liaise with the Ombudsman (only where necessary)
• Final resolution and reports

We can also pick up the complaint at the stage of the Ombudsman’s involvement if the business has handled the complaint internally.

Our Complaint Management pricing starts at £60 per hour. The average complaint will cost approximately £300 to resolve. Please note, however, that this will be subject to the complexity of the issue.

To enquire about our services and how Regulation & Compliance Office can work with your business, call us on 0203 985 8550 or email us at info@regulationandcomplianceoffice.co.uk