Complaint Handling Solutions
A complaint handling service is used to handle customer complaints professionally, impartially and quickly between a consumer and business.
At QASSS, we provide end-to-end bespoke complaint handling services to the home improvement and home furnishings sector, helping clients save time, money and avoid reputational damage.
Due to our heritage in operating three home improvement consumer protection schemes, we have highly trained complaint handlers to conduct first-line (or frontline) complaint handling services for clients delivering either a ‘light touch’ service or fully branded on a ‘white label’ basis. Our complaint handling team works with clients dealing with all their initial customer complaints, whether by phone, email or letter.
If complaints cannot be resolved, we also have specialist ADR (alternative dispute resolution) services with an industry-leading average resolution time of 3.59 days and remedial works management services, taking ownership from the initial inspection through to overseeing the completion of all works.
Why Use QASSS Complaint Handling?
We know from experience that good complaint handling is critical to the home improvement sector. With the emergence of social media and online platforms that support customers’ abilities to comment on a company’s reputation, it is increasingly important for businesses to deal and correct a complaint, quickly and effectively.
Our approach to complaint management ensures that we always aim to deliver appropriate outcomes and continually promote a culture of fair treatment. All our complaint teams receive rigorous ongoing training to ensure that they can handle a wide range of different customer scenarios to deliver quick resolutions, whilst safeguarding the reputation of our clients.
Our bespoke complaint handling services can help you save time, money and avoid reputational damage.
What are the Benefits of using our Complaints Handling Service?
Our Complaint Handling Solution
White label complaint handling includes the supply of a branded and bespoke complaint handling solution.
- Dedicated complaint handling agents.
- Intelligent call routing.
- All contact (phone and email) with customers will be fully branded.
- 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.
- Simple pricing and invoicing.
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.
They helped resolve my dispute to 100% satisfaction. Customers need to know they are there to help. Thanks again.
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.
Their assistance was highly efficient, professional and, conducted throughout in an exemplary manner from inception to conclusion. My sincerest thanks to everyone involved.
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’.
I cannot praise this company enough. They have corrected the faults made by a previous installer and acted very quickly when I reported a fault. All the staff are very efficient and courteous.
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.
Everything was done very professionally but also with compassion and understanding. I am sure they have to deal with very worried and angry customers but their knowledge and calmness shines through. It’s wonderful to have a company that really knows what it’s doing on your side.
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.
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.