Professional Documents
Culture Documents
RATISSON FINANCE
Complaint Handling Procedure
Version 1.1
Date : 12 June 2015
Author: Brian Kufahakutizwi
Owner: Marketing Manager
Intended Audience: All Staff
Objectives
Services Covered
All Services
Date
12 June 2015
Author
Brian Kufahakutizwi
Business Owner
General manager
Reviewed by
General Manager
Update comments
Process Overview
The following key steps must be followed for all customer complaints received
by Ratisson Finance (Pvt) Ltd staff:
Court
QA & Close
Acknowledge
Client NOT
satisfied
Client
Satisfied
Investigate
Reserve Bank of Zimbabwe
Resolve & Confirm
Client NOT satisfied
Respond to Customer
Respond to Customer
Client NOT
Satisfied
Client
General Manager
satisfied
Client satisfied
QA & Closed
Summary
The Marketing Manager/Officer ensures that all clients complaints are captured by
the organisation, and classified for escalation, review and action as required.
When a client has got a complaint to do with Ratisson Finance service, the client
will approach the Marketing Officer who will refer the complaint to his/her superior
(Marketing Manager) for action.
All of these complaints must be formally logged using the paper-based forms (see
page 8 below)
This should be used (sparingly) for major issues where the customer may be
either a large customer, or any customer who is considering moving their
business from Ratisson Finance (Pvt) Ltd.
Also this could be used in a situation where the customer may be in a position
to influence or make public statements that would impact upon the Ratisson
Finance (Pvt) Ltd brand or reputation.
This should be used for most complaints with individual customers, as this
allows a reasonable time to collect information and produce a balanced
response.
Summary
The Marketing Officer/Manager ensures that every complaint receives a formal
written acknowledgement, containing an expectation of when they will receive a
response, and the person dealing with it.
All complaints, regardless of priority, should receive a pro forma (see page 9
below) acknowledgement sent out 1st class mail on the day of receipt.
3 Investigate
Summary
All investigations are collaborated by the marketing department with assistance from
officers from the department where the complaint emanated from. The Marketing
Manager notifies the respective department heads of such complaints before
pursuing with the respective subordinates. The Marketing Officer/Manager follows up
all aspects of the complaint, both internal and external, to ensure that the key facts
are identified and clarified.
The priority of the complaint will drive the timescale for completion (3 days for
urgent or 1 week for non-urgent).
Summary
The Marketing Manager ensures that the final resolution is clear and fair. Also
confirm the proposed action and resolution with another senior person.
Ensure that the proposed resolution meets corporate guidelines and does not
prejudice Ratisson Finance (Pvt) Ltd in any unnecessary legal or financial
manner.
Document the proposed action and discuss and agree with Operations
Manager/General Manager.
Discuss and review the solution form both the corporate and customer viewpoint
to ensure fairness and clarity.
5 Respond to Customer
Summary
The Marketing Officer/Manager provides the customer with the resolution within the
timescales promised.
The details of the findings and proposed resolution should be clearly explained
(in written or verbal form as appropriate) to the customer- within the agreed
timescales.
Summary
The Marketing Manager ensures that complaints are followed up to confirm that
customers are satisfied with the response given.
Did they feel that their complaint was properly and fairly handled?
Summary
The General Manager provides the customer with the resolution within the timescales
promised.
The details of the findings and proposed resolution should be clearly explained
(in written or verbal form as appropriate) to the customer- within the agreed
timescales.
If client is still not satisfied, the General Manager refer client to the Reserve Bank.
If client is still not satisfied, the General Manager refers the respective client to
the Reserve Bank for an independent opinion.
Courts of Law
If Client is still unhappy with the resolution from the Reserve Bank of Zimbabwe,
the client can seek recourse through the courts of law of Zimbabwe.
QA & Close
Summary
The Marketing Manager ensures that the organisation as a whole is aware of
complaints and any underlying issues. The Marketing Manager plans actions to
remove these and prevent future recurrence.
All complaints should be reviewed monthly as part of the marketing and business
development review meetings.
Any complaints where action can be taken to avoid recurrent must be acted upon
and raised with the appropriate managers/teams across the organisation.
Raised by
Date
Complaint Code
System generated
Customer Name
Customer Name
Customer Address
Customer Address
Fault
Description
Business Impact
Priority
Complaint priority
1 urgent
2- non-urgent
Acknowledgement
Corrective action/resolution
Resolution confirmed by
Customer Contacted
Customer Followed up
Acknowledgement letter
Dear
Marketing Manager
For Ratisson Finance (Pvt) Ltd
10