Complaints Handling Procedure template for Google Docs

The first pages of the Complaints Handling Procedure template

Every page (7)

Overview

A complaint handled badly costs more than the complaint itself. This procedure sets out what good service looks like, how frontline staff should respond, the response times for each stage and how a complaint escalates to a final letter. It includes the complaint record fields, so every case can be audited and every timescale measured.

The sample is for Ravenmoor Group, a fictional services firm that resolves stage one on the first call and sends a final response within eight weeks. Its scores, timescales and staff names are sample data. Replace the promises, wording and owners with your own, and check the stages against your regulator's rules before issuing the procedure.

Useful for

A frontline agent handling a billing complaint on the phone
A team leader reviewing a stage two file before the deadline
A quality manager preparing an audit of complaint records

What's included

Scope page with channels, owners and what is not covered
Stage one steps with the phrases to use on the first call
Stage two method with remedies and a timeline
Timescales page with the clock for each complaint stage
Complaint record form with fields for each case
Guide page with steps for replacing the sample procedure

How to use it

1
Click Make a copy in Google Docs, then confirm on the Google page. The copy is saved to your own Google Drive.
2
Replace the service promises and example phrases with your own, in your brand voice.
3
Set the stage timescales from your current data and check them against your regulator.
4
Name the real owners for each stage, and keep only the record fields you use.
5
Delete the guide page, add this quarter's scores, then issue the procedure to staff.

What you need

Requirements

A Google account with access to Google Drive

Works with

Google Docs
Microsoft Word (download the .docx)

Questions

Is this complaints handling procedure template free to use?

Yes. Make a copy into your Drive at no cost, then set the timescales to match your own regulator's rules.

Are the company, people and figures real?

No. Ravenmoor Group, its staff, timescales and scores are fictional sample data. Replace every figure and name with your own before the procedure is issued.

Does this procedure meet regulatory requirements?

It provides a structure, but the timescales and final-letter wording must match your sector's rules. Have your compliance lead or legal counsel check it before you rely on it.

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#complaints-handling
#customer-service
#escalation-policy
#service-standards
#google-docs-template

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