Angelique Friend Probate specializes in managing the probate process for clients. During the probate process, it is not uncommon for clients to have concerns or complaints that need to be addressed. To ensure that clients are satisfied with the services provided and that their complaints are resolved promptly, Angelique Friend Probate has a complaint-handling procedure in place.
The Complaints Handling Procedure at Angelique Friend Probate is a formal process that outlines how the company will manage and address client complaints. The procedure aims to ensure that clients are treated fairly and that their complaints are dealt with in a timely, efficient, and professional manner.
The procedure starts with the client raising a complaint, which can be done via email, phone call, or in person. Once a complaint is received, it is documented, and the client is notified that their complaint has been received. The complaint is then assigned to a dedicated Complaints Handling Officer (CHO) who will be responsible for managing the complaint from start to finish.
The CHO will investigate the complaint, gather all necessary information, and communicate with the client to understand their concerns fully. The CHO will then work with the relevant department or staff member to find a resolution to the complaint. The resolution could be as simple as providing additional information or a clarification of services.
In more complex situations, the CHO may need to undertake a further investigation or escalate the complaint to a senior manager. Once a resolution has been reached, the CHO will communicate the outcome to the client,
including any remedial action taken to address the complaint. The CHO will also provide information on the client’s right to appeal if they are not satisfied with the outcome. The Complaints Handling Procedure at Angelique Friend Probate is designed to ensure that clients are treated fairly and with respect.
It also enables the company to identify areas for improvement and implement changes to prevent similar complaints from arising in the future.
In conclusion, the Complaints Handling Procedure at Angelique Friend Probate is an essential component of the company’s commitment to providing high-quality services to its clients. The procedure ensures that complaints are handled promptly and professionally, resulting in improved client satisfaction and a positive reputation for the company.