This is an HTML version of an attachment to the Freedom of Information request 'Request for complaints procedure'.











Customer Journey – Making a Complaint
Customer
Contacts office
[by letter, fax, 

email, phone, 
text phone or 
 
visit] 
Frontline 
Can refer to 
Not 
Email to 
SPOC[s] to 
Once & Done
Team 
Resolved
CRT 
investigate as 
Attempts 
Leader. Is SP 
using 
necessary and 
to resolve 

appropriate?
feedback 
refer back to 
complaint
Is SP 
stencil
CRM 
appropriate?
Resolved
CRM 
CRT
CRM 
Not 
Further 
CRM 
Escalates 

MP 
telephones 
Resolved
investigation 
telephones 
Not 
to Tier 
Complaints and 
customer 
including SP 
customer
Resolved
Two
Correspondence
within 48 
Resolved 
requirement
[See 
hours
[including SP]
Resolved
over]
Feedback 
Handler

Complaint 
Complaint 
Complaint 
Complaint 
logged
logged
logged
logged
E
Special 
o
 C
Payment 
Completes 
y
Unit
investigation 
and pays SP 
via RM
Produced b










Customer Journey – Making a Complaint Escalated to Tier Two
Customer
CRM or 

Customer 
Receives 
requests case be 
resolution
escalated
Refers to 
SP Team
Populates 
Gains assurance 
CRT
CRT Completes 
CRT Investigates 
template and 
Considers 
and  emails case 

templates and 
& resolves any 
provides additional 
Special 
back to DG 
emails to 
outstanding 
information as 
Payment
Correspondence 
Gateway
issues
required
team
Correspondence 
Gateway

Reviews case, 
Updates IT
populates IT

Quality 
Check
Sends cleared 
DG 
Correspondence 

Checks resolution 
response to 
Assess case and 
Team
and drafts response 
customer, 
gathers info from 
to Customer together 
Gateway & CRT 

appropriate CRT 
with additional 
and updates IT
using template
information
May require 
follow up 
Reviews response 
Director's Office
activity
provides rework, 
signs off & sends 
final version to 
Signposts to 
Customer
ICE

Document Outline