IHTM02245 - Communications: Handling of complaints/compliments: telephone complaints

If a complaint is received by telephone you should follow the guidance at IHTM02244 and IHTM02246. Complaints may be accepted by telephone and under no circumstances should we tell a customer that they should put their complaint in writing before we can deal with it.

You should make a full and detailed record of the conversation and the outcome of the call.

If you are working on the IHT Helpline and cannot deal with the complaint personally the call should be passed on to either the caseworker responsible for the case or the Helpline manager. If the problem cannot be resolved the complaint should be passed to the Customer Service Team.

Complaints that cannot be resolved during the call and require further action such as a written response should be treated as ‘formal’ and recorded on the ECCS system (IHTM02253)