Guidance Notes

A good moan can make you feel better, but it's only a complaint when it's directed at an organisation or person who, at least theoretically, can do something about it

The professional and efficient handling of complaints is a critical factor for all organisations, in both the private and the public sector

We are used to such phrases as "100% reliable" and "works everytime" as they relate to products. These product quality standards have developed over time, as consumers have become more demanding of manufacturers