STAR Complaints Standards Framework

Updated on

Board and Customer Scrutiny

  • We value complaints and maintaining good relationships with our customers
  • We will receive regular reports of complaints handling performance and make recommendations for improvement where necessary
  • We have a Member Responsible for Complaints on our Board with the lead responsibility for complaints awareness and they are regularly briefed on the complaints handling position
  • We will receive regular reports of learning and improvements resulting and make recommendations for improvement where necessary
  • We will receive regular reports demonstrating how effective complaints resolution is within the business and make recommendations for improvement where necessary

Leadership

  • We value complaints and maintaining good relationships with our customers
  • We make it easy for customers to make a complaint or express dissatisfaction with services
  • We publish complaints contact information across many different channels
  • We train our staff and contractors in how to handle complaints effectively
  • We will ensure all our complaints handling policy and procedure Is clear and accessible to all
  • We will make reasonable adjustments
  • We will make appropriate systems available to record complaints handling performance and customer contact
  • We will monitor the effectiveness of the complaints handling service and intervene if performance dips below expected standards
  • The Corporate Director is accountable for complaints handling and assesses themes and trends to identify systemic issues, serious risks or policies and procedures that require revision
  • We strive for early resolution of complaints
  • We will monitor delivery of agreed complaints outcomes and intervene when, performance dips below expected standards
  • We expect quality outcomes and responses will be subject to quality assurance checks
  • We will learn from customers experiences and establish service improvements and intervene where performance dips below expected standards
  • We will monitor delivery of service improvements and intervene where performance dips below expected standards
  • We will celebrate great performance in complaints handling
  • Customers are engaged with the decision making process to ensure that complaints culture is accessible and transparent
  • We will ensure responses are reviewed by the Complaints Manager to ensure an empathetic fully investigated response