Carlisle Brass Customer Service Complaints Policy
Purpose: The purpose of this Customer Service Complaints Policy is to ensure a consistent and high level of customer service excellence at all touchpoints with our valued customers. While we aim for no complaints to ever be needed, this policy is aimed to provide assurance that any complaints are handled fairly, methodically for fair outcomes to be achieved. In the majority of cases these are handled informally to resolve minor issues, however if any issues result in a customer wishing to make a formal complaint, this policy shall apply.
This policy outlines the process for handling formal customer complaints efficiently and effectively, ensuring timely resolutions and continuous improvement in our service delivery.
Scope: This policy applies to all customer service interactions, including those involving Area Sales Managers, Channel Heads and Directors. It covers complaints related to courier services, service levels, product, service quality, stock levels, input errors, picking errors, pricing errors, quote errors, communication issues, and website reporting.
Policy Statement: We are committed to providing customer service excellence. We will handle all complaints promptly, professionally, and fairly, aiming to resolve issues to our customer’s satisfaction within the specified timeframes.
Complaint Handling Procedure:
Receiving Complaints:
Customers can lodge formal complaints through various channels, including phone, email, or our website.
All formal complaints must be directed to the Customer Service Manager as the first point of contact. In the absence of the Customer Service Manager this will be handled by the Assistant Customer Service Manager.
Acknowledgement:
All complaints will be acknowledged within 24 working hours of receipt. The acknowledgement will include the complaint reference number.
Investigation and Resolution:
The Customer Service Manager / Assistant Customer Service Manager will investigate the complaint, involving relevant departments and team members as necessary.
A resolution or an update on the progress of the complaint will be provided to the customer within 48 working hours of the complaint being acknowledged.
If the complaint cannot be resolved within 48 working hours, the customer will be informed of the reason for the delay and the expected timeframe for resolution.
Escalation Process:
If the customer is not satisfied with the resolution provided by the Agent assigned, they may appeal to the Customer Service Manager. If this resolution does not meet with customer satisfaction again our customer may appeal to our Merchant Channel Director.
The Merchant Channel Director will review the complaint and the resolution process, providing a final decision within 5 working days of the appeal being lodged.
Logging and Monitoring:
All formal complaints will be logged in our Customer Complaints Log, detailing the nature of the complaint, the resolution provided, and the timeframes for each stage of the process.
The log will be reviewed on a 6-monthly basis to identify trends and areas for improvement.
Continuous Improvement:
The bi-annual review of the Customer Complaints Log will be conducted by the Customer Service Manager and the Merchant Channel Director.
Insights from the log will be used to implement changes and improvements in our service delivery processes, aiming for higher customer satisfaction and reduced incidence of complaints.
Specific Complaint Areas
Courier Services:
Formal complaints regarding courier delays, damages, or lost packages will be addressed by liaising with our courier partners to ensure timely resolution and minimise future occurrences. Issues with delivery timings, incorrect delivery addresses, or incomplete deliveries will be resolved through coordination with our logistics and warehouse teams.
Service Levels:
Formal complaints related to perceived service shortfalls will be reviewed to identify gaps in our processes or training needs, ensuring our service standards are consistently met.
Quality of Product or Service:
Quality-related complaints will be investigated by our quality control team to determine root causes and implement corrective actions to prevent recurrence.
Stock Levels:
Formal complaints regarding stock shortages or unavailability will be examined to improve our sales forecasting and inventory management processes.
Input Errors:
Errors in data entry or customer information will be corrected promptly, and additional training will be provided to our team to prevent future instances.
Picking Errors:
Complaints about incorrect items or quantities being picked and shipped will be investigated to improve our Operations picking processes and accuracy.
Pricing Errors:
Discrepancies in pricing will be reviewed, and adjustments will be made as necessary to ensure accurate billing and customer satisfaction.
Quote Errors:
Incorrect quotations will be addressed by investigating what went wrong and providing training to ensure accurate and transparent pricing.
Communications:
Communication breakdowns or misunderstandings will be addressed by evaluating our calls and emails with our customers to hold ourselves to account, ensuring clear and effective information exchange.
Website Reporting:
Technical issues with our website will be promptly escalated to our I.T. team and our Marketing team to ensure a seamless online experience for our customers.
Responsibilities
Customer Service Manager: First point of contact for complaints, responsible for assignment of Agent that will investigate, providing the resolution, and logging of formal complaints that are raised.
Assistant Customer Service Manager: Backup point of contact in the absence of the Customer Service Manager for complaints, responsible for assignment of Agent that will investigate, providing the resolution, and logging of complaints.
Merchant Channel Director: Responsible for handling appeals and conducting bi-annual reviews of the complaints log.
Review and Update: This policy will be reviewed annually to ensure its effectiveness and relevance. Any updates will be communicated to all relevant staff and incorporated into our training programs.
Contact Information: For any complaints or further information regarding this policy, please contact:
Customer Service Manager
Rachel Tweddle
07801 608 136
Merchant Channel Director
Carl Smith
07557 924 869
Managing Director
Angus Grant
07500 446 748
