Complaints Procedure

COMPLAINT / NEGATIVE FEEDBACK RECEIVED FROM A CUSTOMER

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Requires investigation and feedback

  1. Complaint/negative feedback registered and escalated to relevant business unit
  2. Complaint/negative feedback investigated
  3. Complaint/negative feedback resolved
  4. Feedback given to customer

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Does not require an investigation or feedback

  1. Complaint/negative feedback registered
  2. Complaint/negative feedback acknowledged
  3. Complaint/negative feedback resolved