@sharongooner wrote:
What are your targets for dealing with complaints PB?
We get 7 days where I work.
Does it depend on the work load, are they variable?
We try hard not to set targets for complaint resolution – that way the Staff are prevented from feeling that they have under-achieved.
When we do set targets, we ensure that they are always achievable …. thereby allowing us to claim that all complaints are resolved within the target time.
When a complainant queries the progress on their complaint, we record that as a new compaint, add it to the original one and re-start the time clock all over again. In some cases this means that serial complainers never get a resolution – which we feel is only fair.
Following the above – we can rightly boast of a complaints procedure that it second to none…… because we care !!!