Complaints Management

The ability of an organisation to effectively manage customer complaints is high on the regulatory agenda. Firms must be able to demonstrate that complaints management processes are transparent and achieve fair outcomes.

Whilst you might recognise complaint handling as a critical function the unpredictable nature of complaints mean that it is not always practical to develop and retain a full core capability. The variability and variety of complaints requires a flexible set of resources that can be deployed and scaled up or down quickly.

Where demand exceeds your normal capacity for recruitment, training and operational management, you can rely on RFS to support you. At short notice and across single or multiple locations we can mobilise large or small teams of task oriented, results focused contractors who are used to change, learn quickly and responsive to challenge.

From important data gathering and case fact finding that requires attention to detail and rigour, to more complex review that requires expert judgements to be made, we can source experienced professionals with the right skills and experience.

As well as resourcing the right people RFS can support you with the scoping, design and delivery of your complaint handling functions. Our methodologies are best practice and we will ensure full knowledge transfer before transition back to business as usual.

With all assignments you will get a high level of client services support from highly experienced Project Delivery Managers who are dedicated exclusively to your project from start to finish. Our fully managed service offering ensures that you get total assurance over productivity and quality performance. We employ appropriate span of control through a framework of team leaders, quality assurance and operations management. In all complaint handling operations we recommend that outcome testing is deployed to ensure good outcomes and to provide insights to conduct strategy. RFS also see complaints as an opportunity for improvement and we can utilise Root Cause Analysis to help you improve customer experience and reduce future complaint volumes.

To find out more how RFS can support you with Complaints Management please get in touch with us.

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