3. What is a complaint
We define a complaint as:
‘An expression of dissatisfaction with our service (whether justified or not) which requires a response’.
A complaint could be in relation to any of the following examples:
- we have made a mistake in the way we have provided a service
- there has been a delay in providing a service
- we have failed to deliver a service – this could relate to quality, standard or service level
- our processes or policy have not been followed
- our legal or regulatory requirements have not been met
- we have not delivered to a commitment or promise
- our staff have been rude and unhelpful or not conducted themselves correctly