Client Complaint Form
v1.4
Purpose. Records a client complaint from receipt to resolution so that it is handled within the timeframes in the Client Service and Complaints Policy and the outcome is captured for improvement.
1.When to complete this form
Complete this form within one business day whenever a client expresses dissatisfaction with Meridian's service, people, advice or fees, whether in a meeting, by phone, by email or on a survey. Do not wait to decide whether the complaint is justified.
2.Recording the complaint
Record the client's own words as closely as possible, the date received, how it was received and what outcome the client is seeking. Attach any correspondence. Enter the complaint in the client relationship system against the client record.
3.Handling
The engagement lead handles the complaint unless it concerns them, in which case the department manager does. The handler acknowledges within two business days, investigates, consults the people involved and responds in writing within ten business days.
4.Outcome and remedy
Record the findings, the remedy offered, whether the client accepted it and any change made to the engagement. Where the complaint reveals a system issue, raise it in the risk and compliance register for corrective action.
5.Escalation
If the client is not satisfied with the response, escalate to the General Manager and record the escalation date and the final outcome.