How to establish a formal complaints handling procedure

To protect your business and maintain good client relationships, you must create a formal complaints handling procedure. This is simply a document that explains how a client can raise a concern, the steps you will take to address it, and the timeframe for your response. Having this clear, fair process in place prevents misunderstandings during disputes and shows you are a professional who takes feedback seriously.

Why you need a complaints procedure

No one likes to think about things going wrong, but having a plan is crucial. A formal procedure isn't about inviting complaints; it’s about managing them effectively when they arise. It shows clients you are organised and accountable, which builds trust. It also gives you a clear, pre-defined process to follow during what can be a stressful situation, ensuring you handle the issue fairly and consistently every time.

What to include in your procedure

Your procedure should be simple, clear, and easy for clients to understand. Avoid legal jargon and focus on outlining a straightforward process. Here are the key steps to include:

1. How to Make a Complaint: State the official way to raise a concern. The best method is usually in writing via a specific email address (e.g., [email protected]) to ensure you have a clear record.
2. Information to Provide: Ask the client to include essential details, such as their name, the student's name, the date, and a clear description of the issue and what they would like to happen as a result.
3. Acknowledgement of Receipt: State that you will formally acknowledge their complaint within a set timeframe, for example, within two working days. This reassures the client that their message has been received and is being taken seriously.
4. Investigation Process: Briefly explain that you will investigate the matter fully. This may involve reviewing emails, lesson notes, or other relevant correspondence.
5. Timescale for a Full Response: Set a realistic deadline for providing a full and considered response. A period of 10 to 15 working days is often appropriate, as it gives you time to investigate properly.
6. Resolution and Outcome: Explain that you will communicate the outcome of your investigation in writing. Potential resolutions could include an apology, a partial refund, or a change to your processes to prevent the issue from happening again.
7. Final Stage: For a small business, this is usually the final response. You can state that the outcome of the investigation is your final position on the matter.

A simple template to get you started

Our Complaints Procedure

We are committed to providing a high-quality service but understand that sometimes things can go wrong. If you have a concern, please let us know so we can resolve it.

1. How to make a complaint
Please email your complaint to [Your Email Address] with the subject line "Formal Complaint". Please include your name, your child's name, and a detailed description of your concern.

2. What happens next
We will acknowledge receipt of your complaint within 2 working days. We will then conduct a full investigation into the matter.

3. Our response
We will provide you with a full written response and proposed resolution within 15 working days of acknowledging your complaint.

Top tips for success

• Be Objective: When you receive a complaint, try to step back and look at the situation objectively. Don't take it personally.
• Keep Records: Keep a confidential log of any complaints received and how they were resolved. This can help you spot patterns and make improvements to your service.
• Learn From Feedback: Treat every complaint as an opportunity to learn. It can highlight a weakness in your service that you weren't aware of, and fixing it will make your business stronger.
• Integrate it: Make sure you include this procedure in your main service agreement or terms and conditions, so clients are aware of it from the start.