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... ”
CEO of Synergy Financial Services Limited; Barry Broker
The aim of this procedure manual is to guide you through Synergy Financial Services Limited’s (“Synergy”) Complaints Procedure so that you will be able to effectively and confidently deal with client complaints. ...
Outcomes
This manual will enable you to:
· describe the steps required for handling a complaint
· outline some common reasons for complaints
· confidently apply what you have learned to a client complaint
Complaint Handling Procedures
In order to comply with regulations, the Code of Banking Practice and the values of Synergy, the compliance group has developed a Complaints Procedure that we believe to be fair, easily implemented and clear to all parties involved.
So that we can maintain a record of any complaints, a database has been established on the firm Intranet. This may be found under “Complaints Database". You must log all complaints received by Synergy in the database. ...
How do we regard complaints?
All complaints received by Synergy are regarded seriously by management, and we aim to handle them in a manner that is sensitive to the complainant. ...
How complaints are made
Complaints can be made to Synergy in two ways, either by telephone or by written letter. ...
Complaints by telephone
If a complaint is made by telephone:
· show empathy NOT sympathy - validate any anger or frustration by saying something like:
· I can tell that this has upset/annoyed you
· You sound very frustrated
· I can understand your annoyance/frustration
This is not admitting fault, it just demonstrates to the caller that you believe their feelings are real and that you are not defensive.
· when the caller has calmed down, tell him/her that Macquarie regards complaints seriously and thank them for taking the time to call, then ask him/her to explain the nature of the complaint. ...
· Enter the short details of the complaint on the complaints database. ...
Complaints in writing
Upon receiving a written complaint:
· Enter the short details of the complaint in the complaints database. This applies for all written complaints, except those already entered which were made by telephone. ...
All complaints should be addressed within 14 days of receiving the written complaint at the bank.
Approximate Word count = 1778
Approximate Pages = 7.1
(250 words per page double spaced)
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