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10/10 W01/March 2017 Award in General Insurance

While the precise procedures followed by each complaints department will vary between organisations
the following stages are essential in the handling of each complaint:
• Complaints should be reported immediately to the complaints department of the product provider.
• Full details of the complaint and the source should be logged.
• A prompt written response should be made to the complainant.
• A full internal investigation into the complainant should be conducted immediately by the product
provider.
• The firm’s decision remedy or offer should be sent to the complainant without delay.
• Dissatisfied complainants should be advised if they have the right to pursue their grievance with
another external body.
All actions should be writing – even those where the original complaint or any dealings with the
complaint, were conducted orally. Copies of all correspondence and notes of conversations must be held
in the specified files.
Classification of complaints by type helps to produce a statistical analysis of the volume of complaints,
their frequency and their source. In this way, companies can identify organizational weaknesses and
take remedial action to reduce complains in the future.

Question 10.2
Discuss the essential stages involved in a customer complaints procedure. Reference copy for CII Face to Face Training

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