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Complaints Handling

Solutions provided by Charter UK enable companies worldwide

Complaints Handling, Customer Complaints Management

Effective complaints handling is very important to all organisations, as this can mean the difference between a loyal customer and a very unhappy one who will never use your services again. If an organisation is effective in its complaints handling, it will project a good and trustworthy image. This trustworthy image projected by the organisation is crucial in gaining and keeping loyal customers.

What are Complaints?

Complaints are defined by BSi as:

“… any expression of dissatisfaction by a customer, with a product or service, however small, whether considered justified or not …”

Complaints are really a form of customer feedback or market research that is freely given, therefore an organisation can use this to their benefit to improve on their service or products. Effective complaints handling will therefore help the organisation and result in happy clients.

Complaints Handling with Charter Continuum™

Charter’s heritage is complaints handling management. With a successful product line that has been evolving over the past twelve years, the current product range based on Charter Continuum™ represents the best of breed in complaints handling software and customer feedback management.

The design behind Charter Continuum™ benefits from long association with industry “gurus”, trade organisations and academics in complaints handling. They all help to provide early and well informed exposure to:

• Best practices
• New and emerging standards in the field of complaints handling
• Regulatory requirements and
• Any new legislations that may affect complaints handling

Complaints Handling and Compliance with BS8600

Charter Continuum™ is the ideal platform for complaints handling, suitable for your company to deliver compliance with the British Standard for design and implementation of Complaints Management Systems – BS8600. The assessment specification, CMSAS:2000, was developed by BSi Management Systems and it confirms an organisation’s compliance with BS8600 guidelines.

When an organisation has passed the CMSAS:2000 assessment, it proves their commitment to customer care and complaints handling. This acknowledgement will bring credibility to the organisation and this consistency will attract potential clients.

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