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# Methods to log a complaint

Complaints can be forwarded to Selective via:

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Direct contact with the Account Manager, via email or telephone.

Feedback provided through the HUB or “Customer Thermometer”.

Telephone, either via the core Office Team, Out of Hours etc.

## Selective Process

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## Complaint Received and Acknowledged

1. Acknowledge receipt.

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2. Follow up with Complainant if we require further detail to investigate.

3. Log the case in our Quality Management System as per our ISO9001 Accreditation.



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## Investigation

1. Account Manager passes details to Team Manager who will launch a full investigation with the staff member involved and/or the Supplier.

2. The Account Manager will update the Complainant accordingly if there is any delay in responding.

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## Findings

1. Investigation is completed by the Team Manager and details are passed back to the Account Manager.

2. 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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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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## Escalation

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1. 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.

2. Full details of the file will be passed to the Managing Director, who will respond directly to the Complainant within 24 hours of receipt of the complaint. He will be able to “close” and resolve the dispute.