resolving customer complaints (part one) learning guide

Resolving Customer Complaints (Part One) Learning Guide.

Prepared by Group Customer Relations

July 2017

1 Commonwealth Bank of Australia Confidential

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I Contents Introduction .. .................................................................................................................................................. 3

Roles and responsibilities .............................................................................................................................. 3

Obligations of all employees .. .................................................................................................................... 3

What is feedback? ......................................................................................................................................... 6

Definition of a complaint. ........................................................................................................................... 6

Why have standard processes? ................................................................................................................ 6

Resolving complaints - minimum expectations ............................................................................................ 7

Firstpoint. ....................................................................................................................................................... 9

Resolving complaints .................................................................................................................................. 10

Receiving compliments . .............................................................................................................................. 18

Information for people managers . ............................................................................................................... 19

Reporting and analysis . ............................................................................................................................... 20

Emerging issues .......................................................................................................................................... 21

More information .......................................................................................................................................... 21


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I Introduction.

The Resolving Customer Complaints Learning Guide (part one) contains information on the Commonwealth Bank Group's process for resolving customer complaints and acknowledging compliments. It applies to the Bank and its controlled entities (the Group) within Australia. Business Unit (BU) processes should be developed using these guidelines.

The components of the Group's Customer Handling framework consists of the Customer Complaint Handling Group Policy, Customer Complaint Handling Group Standard, BU Policies and Procedures, and is supported by relevant guidelines and training material.

This learning guide refers to fi rstpoint which is the Group's complaint management system and archive for recording and resolving customer complaints and, acknowledging compliments. Information on how to resolve complaints and acknowledge compliments in firstpoint is included in part two of this guide. Part two can be used on its own or, with part one as a comprehensive guide to record and resolve customer complaints and, acknowledge compliments.

The term 'Customer' is defined in the Group Policy as capturing any person, organisation or representative of an organisation making a complaint.

This learning guide and the Group's complaint handling framework are aligned with the principles in the Australian Standard AS ISO 10002-2006 Customer Satisfaction - Guidelines for complaint handling in organisations and with the Australian Securities and Investment Commission's (ASIC) Regulatory Guide 165 'Licensing Internal & External dispute resolution' (RG165).

Roles and responsibilities.

The Customer Complaint Handling Group Policy establishes the principles for the minimum requirements for handling complaints and customer feedback and, for the development of standards or procedures to meet those principles. The Policy also outlines the roles and responsibilities for the various components of the Group's Complaints Handling Framework.

Group Customer Relations (GCR) is the Group's specialist team who manages escalated complaints in line with agreed procedures. GCR also provides subject matter expertise with the aim of ensuring effective and consistent complaint handling processes across the Group.

Obligations of all employees.

All Australian Group employees must follow the processes for recording and resolving customer complaints and, acknowledging compliments. Some employees will be more impacted than others by these processes, depending on the extent to which they interact with customers.


All employees are expected to be familiar with, and to follow, the Group's 3Rs of Complaint Handling, which outlines the requirement to 'Recognise' a complaint, 'Reassure' the customer and 'Resolve' the issue as well as the requirement to record all complaints. This is further explained in the mandatory elearning module 'Resolving Customer Complaints' .

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The table on the following page outlines Group employees' responsibilities in relation to recording and resolving customer complaints and, acknowledging compliments, based on their interaction with customers, or other employees that interact with customers.

If I never interact with customers, do I need to know how to resolve complaints?

Yes. While it may be rare that you receive a complaint, if you do receive one, you need to know how to recognise, record and manage the complaint. There may also be instances when you are required to assist someone to resolve a complaint, so you must be prepared and able to do this.

My team interacts directly and indirectly with customers, so do I really need to know what the complaints and compliment process is?

Yes. You may be required to assist in recording and resolving customer complaints and, acknowledging compliments, so it is important that you have the skills and knowledge to do this.

Is there anyone in the Group who doesn't need to follow the Resolving Customer Complaints Guide?

No. All Group employees, regardless of the level of their interaction with customers, are required to be to follow the '3 R's of complaint handling' and the Group's Resolving Customer Complaint guidelines.


Complete eleammg module · 'Resotvmg Complaints with Confidence' · when required

Complete learning in the CBA Group·s customer feedback management system relevant to your role i.e. firstpoint

Recognise when a customer is making a complaint or compliment

Acknowledge customer's complaint or compliment

Record customers complaint or compliment, and all related actions, in the Group's approved customer feedback management systemls

Resolve customer's complaint

Produce reports relating to customer feedback

Analyse reports relatrng to customer feedoack, to identify opponunities to improve produclS, services and complaint handling

Improve products, services and/or the complaint handling process

Review and improve the CSA complaint handling process

I directly suppat staff I usually I regularly deal I occasionally deal with who deal with with customeis customers customers

customers

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Group Customer Relations

I

Customer feedback must be managed in accordance v~th the CSA Group Customer Complaint Handling Group Standard AND this 'Managing Customer Feedback' Guide

Mandatory Mandatory Mandatory Mandatory

Mandatory Mandatory Mandatory Optional

Yes Yes Yes

Yes Yes Yes Yes

Yes Yes Yes while ff 1111gnt be rare that you receive a customer

complaint, if you do receive one, you must record it

Yes Yes Yes Yes typically you Viill do this ivhile it might be mre that by assisting staff who you need to assist with a

deal directly wdh customer's complaint, customers, as required you must be prepared to

do this when required

People Managers Monitor customer feedback cases being managed by team members and ensure they are being managed according to the Group's standard processes. Use information from reports relating to customer feedback, to improve staff performance m managing customer feedback.

Business Units Review reports for business improvement opportuntties and compliance/risk issues.

Contribute to the improvement of the Group's complaint handling process as required.

Mandatory

Mandato1y

Yes

Yes

Yes

Yes

Produce customer feedback reports for tile CBA Group, and provide insights into drivers of customer satisfaction and dissatisfaction,

Mandatory review every two years


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I What is feedback?

The Group values all interactions with its customers. Complaints and compliments are valuable forms of feedback. Feedback is the information provided by customers during these interactions. A complaint is an expression of dissatisfaction which meets certain criteria . Refer below for the definition.

Defin ition of a complaint.

ASIC's Regulation Guide 165 (RG165) requires the Group to adopt the definition of a complaint from the International Standard on complaint handling, AS ISO 10002-2006.

The Group's definition of complaint is derived from AS ISO 10002-2006 and has been expanded to capture complaints arising from services and activities that are undertaken by the Group:

'An expression of dissatisfaction relating to the Group's products, services, activities or the complaints handling process itself, where a response or resolut ion is explic itly or implic it ly expected.'

This Resolving Customer Complaints Learning Guide provides information on how to recognise and resolve a complaint, and how to acknowledge compliments.

Feedback is used to help the Group to improve products and services. It provides insight in to maintaining the Group's superior customer satisfaction scores. Feedback can be provided in various ways:

• in person to our branches • by telephone, through our Contact Centres and frontline • by email, letter or fax • through our website • via social media • via the 'contact' page in NetBank.

Why have standard processes?

Standardised practices for managing customer feedback provides consistency, efficiency, a quality customer experience, and gives the Group greater opportunity to satisfy our customers. It allows us to:

• improve products, services and business processes through access to data about what makes our customers dissatisfied

• reduce business costs by resolving more complaints at the first point of contact and therefore reduce the number of complaints from External Dispute Resolution Bodies

• identify what satisfies our customers and recognise and reward great customer service • provide a clear understanding of what constitutes a complaint and the expectations for managing

customer complaints so the Group is RG165 compliant.


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I Resolving complaints - minimum expectations.

T earn members should be encouraged to follow the internal resolving customer complaint process, including frontline and specialist processes in the first instance, to ensure the Group has the opportunity to address the complaint before proceeding to External Dispute Resolution (EDR).

Listed below are the Group wide minimum expectations that apply to resolving customer complaints:

• Recording information

All complaints must be recorded and appropriately managed. Further guidance on how to recognise a complaint is provided on page 13.

If a customer's complaint relates to credit information, this must be recorded and managed. Refer to the credit or privacy related complaints information below.

• Acknowledgement

The Group aims to immediately acknowledge receipt of a complaint. Where this is not possible, acknowledgment is to occur within 48 hours. During acknowledgment, the customer must be provided with a reference number for their complaint and contact details of the person managing their complaint.

Complaints regarding credit or access to personal information have different time frames. Acknowledgement of these complaints must be made in writing to the customer within seven calendar days. Refer to the credit and privacy related complaints information below .

• Resolv ing a complaint

You are required to manage all complaints assigned to you and to keep the customer updated on the progress of their complaint. If you do not have the authority and/or capability to manage the complaint, you must reassign or escalate the case as outlined in the process on page 16 of this guide. You are required to manage all complaints in fi rstpoint.

• Letter confirming the outcome

If the complaint is closed five or more business days after receiving the complaint, or, the complaint is open less than five business days and the outcome is not in the customer's favour, or, the customer requests it, a written response confirming the outcome must be sent. Template letters are available on iSource.

If the complaint relates to credit information or access to personal information, a written response must be provided.

• Credit and privacy related complaints

Complaints regarding credit information or access to personal information have different time frames. The Privacy Act requires:


written acknowledgement of a customer's credit reporting or privacy related complaint within seven calendar days

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credit or privacy related complaints are resolved within 30 calendar days, unless the customer agrees to a longer period in writing a customer must be provided a final response in writing for all credit or privacy related complaints, regardless of the timeframe.

Template letters are available on iSource.

• Employee Banking related Complaints

When Commonwealth Bank employees make complaints about products they hold with the Group, the Group-wide process for resolving customer complaints applies. Staff should be treated in the same manner as all customers. It is important to maintain discretion where staff may be known to others when they make a complaint.

To raise a complaint, staff can:

call Our Branch on 1800 054 000 contact their branch or relationship manager email Group Customer Relations at [email protected] .. . lodge their feedback online using the CommBank website 'Contact us' via NetBank.


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I Firstpoint.

The Group's system for recording and resolving customer complaints and acknowledging compliments, is firstpoint. This system is accessible by all Australian Group employees.

firstpoint helps the Group meet its compliance obligations under the Australian Securities and Investments Commission's (ASIC's) regulatory guide (RG) 165, and to improve customer satisfaction through the ability to track feedback on its products and services.

For further information on using fi rstpoint, please refer to part two of this learning guide and CommNet.

What needs to be recorded in firstpoint?

Everything relating to the customer's complaint needs to be recorded in firstpoint. This includes:

• details of the customer's complaint • all emails, faxes or letters related to receiving and resolving the complaint • case notes from conversations with the customer about their complaint, your investigation and the

negotiation of a resolution • any response letter or email sent to the customer.

Automatic firstpoint escalation.

firstpoint has built in escalation time frames to ensure customer complaints are resolved. These timeframes are:

• Close of second business day.

A complaint will automatically escalate to the case manager's line manager, who will become the owner of the complaint. The line manager can reassign it back to the original case owner, or someone else if appropriate.

• Business day four.

The case manager will receive a reminder that the complaint needs to be resolved to meet the Group target resolution time of four days for customer complaints.

• Business day seven.

The case manager will receive a notification that the case will automatically escalate to GCR at close of that day, unless they override the auto-escalation.

• Business day 14.

The case will automatically escalate to GCR.


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firstpoint reporting.

There are a number of reports that are generated from firstpoint which can assist with the managing of complaints and identification of issues. Details of these reports are provided on page 21.

Resolving complaints.

The Group's standard process for resolving customer complaints is based on the 3Rs of Complaint Handling. More information on resolving customer complaints can be found in CommNet.

The 3Rs - Recognise, Reassure and Resolve

I

These steps apply to all Group employees, every time a complaint is received. They relate to the customer's experience of our complaint handling process, and ensure that all customers are provided with a high level of service in response to their complaint.

Recognise.

It is important to identify that a complaint is not a customer enquiry.

Once recognised, the complaint must be acknowledged to the customer and recorded in firstpoint. The customer must be provided with a reference number and the name and contact details of the person resolving their complaint. Refer to the 'Recognise and Record' flowchart on page 12 for details.

Reassure.

Reassure the customer that you can assist them. You do not necessarily need to know how to resolve the complaint. Reassure yourself that you have the skills and confidence to assist the customer.

Be sure to:

• accept the complaint and the customer's emotions • breathe and relax • centre your attention to help calm yourself and the customer.

To Cushion the situation, show empathy and apologise for any inconvenience. Acknowledge their issues, how they are feel ing and their concerns. Clarify their concerns by asking questions. Confirm the complaint details by restating the customer's concerns in your own words - this will demonstrate your understanding of the situation.

Resolve.

• Take ownership and follow up to resolve the complaint (TOFU). • If you can resolve the customer's complaint, directly or by contacting another Group employee or

team for assistance, do so immediately.

1 O Commonwealth Bank of Australia Confidential

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• If you are unable or do not know how to resolve the complaint, find the appropriate person to resolve it , and reassign to them. You may need to escalate the matter.

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• Do all that you can to assist the customer, and explain to them the steps you will take. Be careful not to promise things you cannot deliver, and remember you must record the complaint and all actions you have taken.

Confirm that the customer understands and accepts the proposed I final outcome.

• If the customer does not accept the outcome, explain the options to them. These options include escalation to your manager or an independent review by GCR. While the customer is able to refer to an External Dispute Resolution Body, the Group prefers that GCR conducts an independent review of the complaint before the customer is referred to an External Dispute Resolution Body.

• If the customer does accept the outcome, the matter is resolved. If the complaint is resolved on or after the fifth business day or before the fifth business day and the outcome is not in the customer's favour, you are required to complete a final response letter and send it to the customer immediately after resolution of the complaint. A copy of the final response letter must be attached to the firstpoint case.

Note: the timeframes for completing complaints vary according to the product type. Make sure you are familiar with the requirements for the products you are dealing with.

Always thank the customer. Let them know their feedback is valuable and that it will help improve our products and services.

Follow up and make sure that the issues raised in the complaint are resolved . If you say you are going to do something at a later date, do it, and confirm with the customer that you have done so.

Bus iness processes - Record, Report, Analyse and Improve.

These steps describe the business processes relating to complaint management, which allow us to collect and analyse data to gain insights on how we can improve existing products, develop new products and services, and meet compliance requirements.

Improving our products and services leads to higher customer satisfaction.

Use the following flowchart to identify when a customer is making a complaint and if it needs to be recorded.

Note: It is a compliance requirement of RG165 that all recognised complaints are recorded in fi rstpoint. Refer to part two to understand how to record and resolving customer complaints and, acknowledge compliments in firstpoint.


You RECOGNISE the customer Is dissatisfied about a Group product, service, activity or the complaints handling process itself

(It Is expllclt) the customer wants a response or resolution

And

It SEEMS

(it is implicit) the customer wants a response or resolution

yourself that you have the skills and confidence the customer that you can and will assist

In firstpoint

QUICK RESOLVE

If the complaint is resolved immediately

.......... DI.,,.

If complaint Is not resolved irnmedledely

If the customer wants a response or resolution

the customer if they would like the issue resolved, or

action taken

Yes No

in your Business Unit system (ie CommSee), where Business Unit

processes require

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Once a complaint has been recognised and if it can be resolved immediately, it is referred to as a QUICK RESOLVE. Case notes must be entered into firstpoint describing the complaint and how it was resolved. The customer must be provided with a reference number as well as your name and contact details. The complaint is then resolved.

A complaint that needs further investigation before a resolution can be reached, is referred to as a STANDARD RESOLVE.


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If I am negotiating with a customer and they reject my offer of resolution, should this be recorded and managed as a complaint?

No, not necessarily. Negotiating an outcome with a customer is not considered a complaint until an impasse is reached and the customer is dissatisfied with the Group's final position. Once the customer expresses dissatisfaction with the final outcome of negotiations, and they are implicitly or explicitly seeking a response or resolution, the matter must be recorded and managed as a complaint.

It is common courtesy, and also a compliance requirement, to acknowledge customer complaints.

When should you acknowledge a complaint?

Immediately when received or within 48 hours of being received, where immediate acknowledgement is not possible.

What should an acknowledgement consist of?

There are five elements of an acknowledgement -

1. Thank the customer for providing feedback.

2. Outline to the customer the steps you can/will take to assist them.

3. Explain expected timeframes for resolving their complaint.

4. Provide the customer with a reference number for their complaint.

5. Provide contact details so they can follow up the progress of their complaint if they wish.

Note: it is your responsibility to contact the customer regularly and keep them informed of the progress of their complaint. Where complaints require a longer timeframe for resolution, the Group expects that customers are contacted at least once every 10 business days.


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I 'Standard Resolve' complaints should be investigated following the 5 Step Investigation Process -

1. Review - details of the complaint as described by the customer, clearly identify all issues raised that require a response and/or resolution .

2. Plan - what further information is needed, why and how to access this information, including direct communication with stakeholders as appropriate (by telephone, in writing, in person, through mediation or conciliation etc.) and the next steps.

3. Implement - the plan for gathering additional information.

4. Analyse - the information gathered, issues and options.

5. Decide - on options for resolving the complaint and/or an appropriate outcome.

For a thorough investigation of a 'Standard Resolve' complaint, an investigation plan is recommended. The investigation plan details the actions and information required to investigate the complaint. Detailed case notes on steps taken to reach an outcome must be documented in firstpoint. Comprehensive, clear, factual and concise case notes are helpful especially where a case is reassigned or escalated.


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I Reassign or Escalate

All employees are required to take ownership of customer complaints and, to record and manage all complaints they receive. There might be times when you are not able to manage a complaint to resolution . In these cases -

You KNOW who does

REASSIGN to:

A colleague or Man ager, or Other Team, Business Unit or Department

Rememberyou are still responsible for the complaint until the other person~eam accepts the reassignment

You DON'T know who does

OR

the customer doesnl accept the outcome you offer

ESC ALATE to:

• Your manager

~f your manager cannot resoll/e, they escalate it to GCR)

Remember you are still re~on sib le for the complaint until the other perso~eam accepts the escalation.

It is important when reassigning a complaint that it is reassigned to the correct person. Always aim to reassign to a manager of a team that is responsible for a product or service, rather than directly to an Executive Manager of that area. You should attempt to contact the relevant team member prior to reassigning a fi rstpoint case. Not only is this common courtesy, you can also confirm they have the knowledge and skills to resolve the complaint.

• Note: If a customer requests that their complaint be managed by GCR, you should refer the matter to your manager. While the customer may request GCR involvement, in some circumstances, the complaint can be managed by your manager (or other manager). It's a better customer experience when complaints can be managed without the delay of escalating to GCR. If your manager believes the matter is too complex and they are unable to resolve, then, in the interest of customer service excellence, your manager should make clear notes why they are unable to resolve the complaint in fi rstpoint and escalate the matter to GCR.

Ombudsman (External Dispute Resolut ion (EDR) body) cases.

An ombudsman, or EDR body, is an external independent party who resolves complaints that cannot be resolved between a customer and business in a reasonable timeframe or to the customer's satisfaction.

If the customer asks how to escalate the complaint to EDR, you should always refer them to your manager first who will follow the Group's process to try and resolve or escalate the case to GCR. The ombudsman will generally require complaints to go through the internal complaints management process first. If a customer doesn't want the complaint escalated to GCR, provide them with details of one of the following EDR bodies, as appropriate:


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I For financial matters:

Financial Ombudsman Service (FOS) - 1800 367 287 or www.fos.org.au.

For matters involving superannuation products:

Superannuation Complaints Tribunal (SCT) - 1300 884 114 or www.sct.gov.au.

For privacy related matters:

Office of the Australian Information Commission - 1300 363 992 or www.oaic.gov.au.

Once you have resolved a complaint with an outcome the customer is satisfied with, you must record the resolution and outcome in firstpoint.

If the complaint has been open for five business days or more, or open for less than five business days and the outcome is not in the customer's favour, or, the customer requests a written response, then, a final written response must be provided to the customer.

• Note: the requirements for providing final written responses may also vary according to the product type. Make sure you are familiar with the requirements for the products you are dealing with.

In all cases, the details of the External Dispute Resolution body must be included in the letter. Links to template response letters can be found on iSource. A copy of the final response to the customer must be attached to firstpoint.

When the customer is satisfied and the outcome has been recorded in firstpoint, you can close the complaint.

If the customer is not satisfied with the outcome you have proposed, and you are unable to reach an outcome ....

Ensure you have made clear case notes of how you attempted to resolve the complaint in firstpoint. Escalate the complaint to your manager for review. Where your manager is unable to resolve, they are required to make clear notes in firstpoint about why they are unable to resolve or find someone who can and escalate to GCR. Where GCR accepts the escalation, they will manage the complaint to resolution. All actions you have taken and notes outl ining the customer's dissatisfaction must be recorded in firstpoint.

If it is unclear to GCR why the matter has been escalated, and that further management of the complaint may be completed by you or your manager, the complaint may be returned to you for resolution.


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Can I say no to a customer?

We should take all reasonable steps to satisfy our customers. However, sometimes it may not be in your delegated authority to provide the customer with the outcome they are seeking. If you cannot resolve an issue to a customer's satisfaction , rather than saying no, the case must be reassigned or escalated to someone with the delegated authority to resolve the matter. Consider the flowchart on page 15 for how you should manage this.

GCR do have the delegated authority to say 'no' to a customer, however, GCR will always try to resolve the matter to the customer's satisfaction.

If as a customer of CBA, I have a complaint, can I log this in firs tpoint myself?

No, Group employees should not record their own complaint in firstpoint or attempt to resolve their own complaint. If you have a complaint about a service or product provided to you by the Group, you should lodge your complaint using one of the following methods:

• calling Our Branch on 1800 054 000 • 'contact us' in NetBank • in person at your local branch • calling a general enquiry line • 'contact us' in NetBank.

If you have been unable to reach a resolution through the above channels, you can contact the Group's Customer Complaints team:

• by telephone on 1800 805 605 • in writing to Group Customer Relations, Reply Paid 41 , Sydney NSW 2001 • by fax on 1800 028 542 • using the CommBank website.


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I Receiving compliments.

We should always recognise and acknowledge when a customer compliments the Group on our products, services or activities.

Why record compliments?

Compliments are a valuable way to provide positive insights back to the Group on what satisfies our customers. It is also a way that managers can recognise the great service their teams provide.

What can be recorded?

If a customer compliments an individual staff member, team, department, Business Unit (BU), product, service or the Group itself , this can be recorded. Anonymous compliments cannot be recorded. As a minimum, a customer name and phone number must be noted.

Note: a team member cannot record a compliment about themselves. If a team member receives a compliment, they should forward it to their manager, or ask that the customer speaks with their manager, so that the compliment can be recorded.

How do I record a compliment?

Compliments should be recorded in firstpoint.

If the compliment is about another staff member, you are required to add the staff member's name to the compliment case record. When you close the case record, fi rstpoint will automatically send a notification (to the staff member and their line manager) that the compliment has been recorded.

Do I need to acknowledge a compliment?

To ensure an outstanding customer experience, it is recommended that a compliment is acknowledged with the customer. This can be done in person, by telephone or in writing. A written acknowledgement is not mandatory and is at the discretion of each business unit.

Who is notified of the compliment?

If the compliment is about an individual staff member, both they and their line manager will be notified of the compliment. This notification is automatically generated by fi rstpoint.

If the compliment is about the service provided by a team, department or business unit, the manager of that team, department or business unit will be notified.


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I Information for people managers.

Monitoring firstpoint cases.

People managers are required to monitor firstpoint cases managed by their team, ensuring they are managed according to the Group's standard processes. This includes being aware of the complaints and compliments that are being managed within their team, and ensuring that these are actioned or resolved in a timely manner.

Use the tools available, including reporting tools (firstpoint) to manage customer feedback within your team.

Refer to Reporting on page 20 for more information about firstpoint reporting.

Escalations.

firstpoint cases, particularly complaints, might be escalated to you for action and review .

This normally occurs when a team member does not have the authority and/or expertise to resolve the matter, and is not able to identify the right person to refer it to.

firstpoint may also auto-escalate a case to you. This will normally occur when one of your direct reports has recorded a complaint in firstpoint and has not resolved it. When a complaint is unresolved at the end of working day two of the complaint being open, it will automatically escalate to you. Refer to part two of this guide for further information on automatic firstpoint escalation.

When a complaint is escalated to you, you can -

• keep it and resolve it • reassign it to someone else, including the person that escalated it to you • escalate it to GCR if you do not have the authority and/or expertise to resolve the complaint, and

you do not know who does have the authority and/or expertise. Before escalating to GCR, you must make clear notes in firstpoint about why you are unable to resolve the complaint or able to find someone who can assist you resolve it.

Refer to the 'Reassign or Escalate' table on page 15 for further details.


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Delegate access.

All Group employees are required to record, manage and resolve customer feedback. If you know that you will be absent from your role, or unavailable to fulfi l your responsibilities regarding managing customer feedback, you must identify an appropriate person to delegate these responsibilities to.

You can activate features in firstpoint to appoint your delegate.

For details on activating a delegate in firstpoint, refer to part two of this guide.

Reporting and analysis.

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The Group recognises that complaints are an indicator of the 'service health' of the organisation. W e use information from customer complaints and compliments, and the way they are managed across the Group, to improve our products and services, and to increase customer satisfaction.

Group Sales & Service Support (GSSS) facilitates Group complaint reporting analysis and insights by providing customer experience data and complaint themes via various reports. It is the responsibility of business units and teams to explore this information for business context and analysis, to identify potential areas to increase customer satisfaction with our products and services.

Reports sourced from firstpoint include:

• Front line Managers Dashboard

By clicking the 'My Dashboard' tab in fi rstpoint, a number of graphs will display, showing the status of feedback cases being managed by your team. These are pre-defined graphical reports which can be drilled down to case level, but cannot be otherwise amended or adjusted.

Information shown in the reports is based on real-time data. Refer to the Frontline Manager Dashboard guide in part two of this guide.

• Real time Self-service reporting (SSR)

SSR is a set of on-demand reports, within the firstpoint system, with simple customisation options. Like the Frontline Manager Dashboards, they are designed to meet the most common feedback-related operational reporting needs of managers. SSR is available to all people managers through the firstpoint reporting tab.

• Feedback Discovery Tool

Feedback Discovery Tool is the one place you can search for complaints data that is relevant to you, with a series of simple dashboards, search features and a method to review customer feedback.


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I The aim of the Feedback Discovery Tool is to provide you with an easy way to explore data. Analysts will be able to delve further into the data using the analytical features of the tool and exporting the data.

Emerging issues.

Emerging issues are problems, changes or issues that can impact many customers, and can stem from a system or process change or fault. Customer complaints can be an indicator of potential emerging issues, and all Group employees must identify these when they arise.

It is important that any potential emerging issues are raised appropriately, according to business unit processes so any negative impacts can be limited or avoided.

The Financial Ombudsman Service (FOS) also identifies potential emerging issues and notifies GCR. Any notification from FOS is managed by GCR in conjunction with the Business Unit where the potential emerging issue exists.

More information.

If you would like to know more about the Group Policy, Group Standard or fi rstpoint for managing customer feedback, please -

1. Review the Customer Complaint Handling Group Policy and/or Standard.

2. Visit the GCR Managing Customer Feedback intranet site.

3. Contact Group Customer Relations by email or directory.

4. Review part two of this guide.

Learning Resources.

GCR provides resources to help Group employees understand and meet their requirements to manage customer feedback. For a full list of resources please refer to CommNet.

Group Learning resources include:

• Resolving Customer Complaints - elearning.

All Group employees are required to complete a mandatory elearning module called Resolving Customer Complaints every 2 years. The elearning introduces the 3Rs of Complaint Handling and the Group's standard process for managing customer complaints. It provides interactive, dynamic activities to help the learner to confidently identify and resolve customer complaints.


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• Using firstpoint - elearning.

A set of detailed interactive eleaming modules, covering how to access firstpoint, record a complaint or compliment and manage a complaint (including Assign Task, Reassign Case, Escalate Case, Withdraw Case).

• Resolving Customer Complaints (part two) - using fi rstpoint.

Note: The 'Using firstpoint' elearning modules were developed and are maintained by Retail Banking Services (RBS) Learning. They form part of the RBS induction resources for new staff members, but are also made available for the benefit of all Group staff.


resolving customer complaints (part one) learning guide

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