A fair, consistent two-stage complaints process for business and consumer customers, with consumer rights, the new ADR information duties and DMCC Act compliance built in.
Sales & marketing
Customer Complaints Policy and Procedure
About this document
A complete complaints policy and internal procedure for a small business. It sets out how customers can complain, who deals with it, the timescales, how to investigate and put things right, what you must tell consumers about alternative dispute resolution (ADR), and how to learn from complaints. A customer-facing summary, record form and log are included.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
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Sales & marketing
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Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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