Complaints
What is SRC?
Summary Resolution Communication
What is OOJ?
Out Of Jurisdiction.
What would be in a complaint when they are complaining about incorrect information given?
The customer would complain about information that would be given to them that might've caused the material lost, material inconvience or financial loss.
Do you need to consider if the customer has suffered financial loss, material distress and material inconvenience.
yes
What is the maximum that your TL can refund?
£500
How long does a Team Leader have to complete an investigation and contact the customer or third party?
4 days
What is the 6-year rule?
Anything that happened in the last 6 years would be valid for a complaint and if it is outside of the 6 years it would be considered out for jurisdiction.
In some instances, do you need liase with other departments.
YES!
What is the maximum amount you can refund?
£250
Do you put a block on the account if the account has an arrangement?
NO
If a Team leader can't resolve the complaint, what team does the complaint then be passed to.
Customer Relations.
What type of complaints will you be dealing with?
PSR/PSD2, movement of money
What would you need to do when investigating a case to check what the customer has advised previously?
Listen to Calls/ text messages/ emails and review previous notes.
What is upheld?
To identify that something went wrong and that we essentially agreeing with the customers complaint.
What block do you apply when you receive the complaint and it is under investigation?
E75
Once the investigation is completed what gets sent to the customer?
Final Resolution letter
what is a duplicate complaint?
Complaint that has raised again that has been previously resolved.
What would you need to do if an aspect was logged incorrectly?
Open the case on respond and change the aspect in the drop-down menu. Once changed you will then save it on respond.
What do we mark on respond when there are some parts of the complaint that would be upheld, and some not upheld?
Upheld but in the FRL we would advise the customer what is not upheld.
What are you refunding when you are inserting FCCR?
Interest
Can you advise the 4 aspects that we don't recognize as a complaint?
Claims Management Companies (CMC), Customer Service/ Collections/ Recoveries, IVA Request Reasonable Adjustments.
what letters do you need to look for when considering the 3-year rule?
NOD, final payment demand
What aspects would you not be dealing with?
Fraud
What type of collections complaint to you get?
Charges, Payment Plans, DCA, Reasonable adjustment, Credit Bureau Reporting
What do you need to do when the customer is in financial hardship?
Apply a pend and apply the E75. This will stop any further calls and prevent the account being passed DCA.