Complaint Handling Framework
Draft a complaint handling framework aligned with regulator expectations.
Delivery modes:
online
written
Pricing models:
expert_package
negotiated
Draft a complaints policy, taxonomy, escalation matrix, and staff training outline aligned with regulator expectations.
Service standards (v1)
Deliverable
A complaint handling framework draft.
Mandatory elements
- Complaints policy
- Taxonomy
- Escalation matrix
- Staff training outline
Acceptance criteria
- Policy aligned with regulator expectations
- Taxonomy with at least 8 categories
- Escalation matrix with timeframes
- Training outline
Client must provide
- Current complaint policy
- Regulator guidance copy
Out of scope
- Regulator filings
- Direct complaint handling
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