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                            "text": "Complaints can be forwarded to Selective via:",
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                            "text": "Direct contact with the Account Manager, via email or telephone.",
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                            "text": "Telephone, either via the core Office Team, Out of Hours etc.",
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                            "text": "Feedback provided through the HUB or “Customer Thermometer”.",
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                            "text": "Acknowledge receipt.",
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                            "text": "Log the case in our Quality Management System as per our ISO9001 Accreditation.",
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                            "text": "Account Manager passes details to Team Manager who will launch a full investigation with the staff member involved and/or the Supplier.",
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                            "text": "The Account Manager will update the Complainant accordingly if there is any delay in responding.",
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                            "text": "The Account Manager will detail the findings back to the complainant, in writing, by way of an apology, explanation and propose resolutions for continuous improvement.",
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                    "text": "3.The Quality Management Log is updated by the Account Manager, with any subsequent actions proposed/taken, any costs associated, compensation etc.",
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                            "text": "In the event of the Complainant not being satisfied with the results, then the Account Manager will inform the Managing Director, who is the final escalation point in any dispute.",
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