Complaint Policy
Summary:
- Refer to the Complaints hub for everything about complaints.
- Details of the complaints code can be found in how do I make a complaint which can also be shared with the customer.
This document outlines the Complaints Policy for all TalkTalk Consumer Teams.
This document provides the framework of our complaints policy and is to be used in conjunction with:
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The Complaints code can be found in the Raising a Complaint page
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Training Material
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Knowledge processes
The Ofcom definition of a complaint is;
An expression of dissatisfaction made by a customer to a Communications Provider related to either:
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The Communications Provider’s provision of Public Electronic Communications Services to that customer; or
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The complaint-handling process itself and where a response or resolution is explicitly or implicitly expected.
To make this operationally helpful and relevant, this is TalkTalk’s definition of a complaint:
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A complaint has arisen when the customer expresses dissatisfaction about any part of TalkTalk’s service (or our complaints-handling process) and expects us to resolve the issue.
Customers can express dissatisfaction in different ways.
Refer to the Recognising new complaints guide to help differentiate between a query and a complaint.
A complaint should be logged when:
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A customer’s issue has been escalated to a Team Leader as we were unable to resolve it on first contact or because the call/chat dropped.
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The issue is resolved on first contact, but the customer asks for a complai nt to be logged on their account.
A complaint should not be logged:
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When the customer has not expressed dissatisfaction.
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You are not in the right department to resolve the customer’s issue (in which case you must transfer the customer to the correct department).
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When you have resolved the complaint within the same call and the customer has accepted resolution. In this case, concise notes must be added.
There are key parts to a complaint that are imperative to effective complaint management.
It is important that each stage is captured and managed appropriately.
Key definitions:
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Complaint Start Date – The date the customer first experienced and expressed dissatisfaction about the issue to us
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Complaint Capture Date – The date the complaint was logged (system generated timestamp)
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Complaint Category – The code selected that reflects the main reason for the complaint
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Complaint Source – The code that reflects the way in which the customer communicated their complaint to us (Phone, e-mail, chat etc)
Refer to When to log a complaint for more information.
The Complaint Start Date is the date the customer first experienced and reported their complaint.
The Complaint Start Date must be back-dated if there is evidence on the account the complaint started on an earlier date to the Complaint Capture Date.
The Complaint Start Date can be back dated at the point of logging the complaint or during the management of the complaint if evidence is found the complaint started earlier.
The account history notes should be reviewed to ensure evidence of previous complaints about the same issue is taken into consideration and the Complaint Start Date is amended to reflect this.
The Complaint Start Date and the Complaint Capture Date can be two different dates.
It is important that we manage the complaint in a fair and timely manner this includes following the correct escalation process to ensure that we assist the customer with trying to resolve their complaint as quickly and easily as possible.
Refer to When to escalate for more information.
To ensure the complaint is managed in a fair and timely manner we must progress complaint management towards a suitable resolution for the customer without delay.
We must follow our internal processes to provide a resolution to the issue that has caused the complaint.
Please refer to the Knowledge System for Contact Guides.
Refer to Managing a complaint for more information.
There are only four reasons for closing a complaint:
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Customer Agreed Resolution – The Complaints Closing Question must be asked, and the customer must confirm their agreement to close the complaint. In addition to this, all complaint resolutions agreed actions must be completed.
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No Contact Comms – The correct Digital Resolution Process (was NCC) contact guide must be followed ensuring all customer contact attempts have been made, the correct comms are sent and that 28 days have passed before the complaint is closed. An ADR letter (ADR _ NCC) must be sent to the customer.
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Closure of a duplicate complaint – Where there are multiple complaints open for the same issue, the primary complaint containing the accurate complaint Start Date must remain open and any duplicate complaints must be closed.
Important: This should only be done when all complaints are related to the same issue.
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ADR Deadlock – CEO Only – A letter that is issued by the CEO department when we are unable to reach an agreed resolution with the customer. When closing a complaint, it is key to record the reason the why it was closed using the correct classification code.
Refer to When can a complaint be closed for more information.
NOTE – If you’re unable to contact a customer please refer to the Digital Resolution Process (was NCC) business answer.
Alternative Dispute Resolution (ADR) is a regulatory requirement and is a scheme which provides customers and companies with an impartial alternative if we cannot reach a satisfactory resolution to their complaint.
As part of Ofcom regulations, telephone providers must be a member of a recognised ADR scheme.
We are a member of CISAS (Communications & Internet Services Adjudication Scheme)
Contact Details:
Website: https://www.cedr.com/consumer/cisas/
Email: cisas@cedr.com
Telephone: +44 (0)20 7520 3814
Address: 100 St. Paul’s Churchyard, London, United Kingdom, EC4M 8BU
There are three events that will mean that the customer has the right to refer the matter to the ADR:
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An ADR - NCC Letter - when the customer has an open complaint and has not responded to our contact attempts for over 28 days.
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An ADR - 8 Week Letter – A letter that is automatically sent to the customer when their complaint has been open for 8 weeks
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An ADR Deadlock Letter – A letter that is issued by the CEO department when we are unable to reach an agreed resolution with the customer.
TalkTalk is required to send the ADR Letter to the customer in the above circumstances.
Refer to Alternative dispute resolution for more information.
Each Team Leader is responsible to ensure their team hierarchies are accurate in EDMT. Any discrepancies must be addressed immediately.
When an Agent or Team Leader moves department or leaves, that persons Line Manager is responsible to ensure that the access rights are updated or removed.
All Complaint data is available in Powe BI.
Agent and Team Leader adherence to the Complaint Policy will be measured using this document and it is expected that all agents will adhere to all aspects of this policy.
Refer to Complaint adherence – quality definitions for more information.
Complaint Process Adherence is monitored by the Quality team following the parameters outlined in Quality Scorecard.
You can also refer to the complaint adherence definitions.
Customers may ask questions or want more information about our Complaints Code. The code outlines how a customer can make a complaint and includes our process, timescales and addresses.
Should a customer request information about this, please refer them to the How do I make a complaint? Online Help page, which includes a copy of the code.
You can also share this page with the customer by e-mail.
Should the customer require a paper copy of the Complaints Code or an accessible version (such as large print, audio or braille), this can also be provided.