Complaint Management Solutions
We take the headaches away and save you time and money
Good complaint handling is critical to profitable business growth. At QASSS, we offer bespoke complaint management that’s quick, confidential and cost-effective. We can help reduce your expenditure and in-house staff costs, and free up management resources so that you can concentrate on your business. Plus, we help drive better outcomes for customers to help increase customer loyalty and protect your reputation.
We offer a white-label complaint management solution which means you can fully outsource your complaints handling to us – if you like, an extension of your team, fully branded as your business. And you and your customers will be in safe hands. Our complaints and dispute team is CTSI approved, award-winning (3 so far this year), and we lead the industry for speed of resolution. We have a heritage in consumer protection in home improvement and renewables, so you can be assured of in-depth sector expertise.
Why use QASSS for your complaint management?
How we can help
White label complaint management includes the supply of a fully branded and bespoke complaint handling solution. We act in effect as a trusted member of your team.
- Dedicated and experienced complaint handling agents.
- Intelligent call routing.
- All customer contact is fully branded as your business.
- Management information including audit trail and root cause analysis.
- If the option of using QASSS to manage ADR (alternative dispute resolution) or remedial works management is required, analysis will also be included in the reporting.
- Fixed cost plans so no surprise bills.
Complaint management – top tips
Good customer service has always been important, now more than ever given the rise of social media and review sites. Quick and effective complaint handling will help you turn customer complainers into brand advocates, helping to increase brand loyalty and your company’s reputation.
To find out more and download our ‘Top Tips for Complaint Handling’ click here.
We have worked with QASSS now for sometime and they have consistently proven themselves to be a highly professional service when liaising with our clients. We would certainly recommend QASSS to any installer / large scale sales organisation who is looking to add a touch of professionalism and finesse to their business.
Special thanks to Tracy, Laura & Alan for all their hard work!
I would just like to say how well Tracey has dealt with our complaint, she has been so helpful, and friendly and has kept us very informed at all times.
She is a real asset to the company.
Having QASSS working alongside our head office team will have a huge impact on the customer services department. Laura and the team have been fantastic in helping with the transition and ensuring they are familiar with our working procedures, protocols and, of course, our products. Welcome to the EEC team.
QASSS have provided an invaluable service to not just ourselves but to our consumers, which has helped to resolve issues very quickly which otherwise could have been long, protracted and incurring unnecessary costs for both parties. Thank you for the continued support you provide us.
We continue to use the QASSS relationship to enhance our customer experience. We are now working with QASSS to handle customer resolutions more seamlessly, using their complaint handling expertise to resolve complaints fairly and quickly and ensure corrective actions are implemented.
On many occasions in the past your service has provided invaluable assistance to resolve even the most difficult complaints by taking a common-sense approach and a determination to establish the facts. Thank you for everything that you do, and long may your service continue.
As a company we have only required mediation a small amount of times since becoming a member and found that they have a very fair, independent approach to this, not siding with either the customer or the company; just direct mediation, without emotion, drawing the line based on facts of the contractual agreement. All in all, it has given our customers the confidence to spend more money and given us as a company more confidence to engage with larger contracts, knowing we have the independent service sitting between both parties.
Their assistance was highly efficient, professional and, conducted throughout in an exemplary manner from inception to conclusion. My sincerest thanks to everyone involved.
The benefit from a business point of view is the impartial focus given by the officer that interacts with both parties, normally we as the supplier have exhausted all avenues to bring the situation to a satisfactory end, the input and advice given can be hard to swallow but is normally fair and reasonable and will be accepted by both parties prior to any outcome being finalised.
The individual managers and DRO’s have an in-depth knowledge of not only consumer law and regulations, but the industries they serve as well. I have always found their involvement thorough, professional and innately fair.
A Trusted Partner
QASSS protects consumers and mitigates risks across the home improvement, renewables and building repair sector. Building on our heritage as a leading consumer protection organisation in the home improvement sector, we are CTSI approved and provide industry-leading expertise and continually work to improve services and standards across the sector.