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FPS Complaints – Six Key Steps

Remember the ‘Six Key Steps’

Six key steps to good complaints handling:

  1. Learn to listen – hear the complaint right through.
  2. Your first response must be words of empathy.
  3. Don’t justify or apportion blame.
  4. Collect further facts you need to know by asking suitable questions.
  5. Agree a course of action with the person making the complaint.
  6. Ensure it is carried out – follow the agreed course of action all the way through to completion.

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