Complaint Handling Toolkit

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TPO’s Complaint Handling Toolkit includes a white labelled complaints procedure and letter templates to help agents deal with complaints in a structured and timely way. It also provides guidance on how to handle complaints better.

The toolkit forms part of the TPO ‘Complaints Handling and Reputation Management’ training module which deals with all aspects of complaint handling – from front-line staff to those tasked with investigating and responding to complaints. The training module can be accessed on the TPO Training page.