Complaints Policy
1. What is a complaint?
‘Any expression of dissatisfaction by a customer, insurance company, referrer, or any other person concerning Hertz Accident Support service, behaviours, actions or attitude of an employee within the group’
2. Hertz Accident Support responsibilities
Hertz Accident Support Managers are responsible for monitoring and resolving complaints, with the Compliance committee responsible for ensuring that all complaints meet our own high standards.
3. Staff responsibilities
All Hertz Accident Support staff must record any expressions of dissatisfaction accurately on the internal CRM complaints log and try to resolve complaints themselves at first contact. If they are unable to do so to the client’s satisfaction, then the complaint must be logged and passed to a department manager to investigate.
4. How does Hertz Accident Support receive complaints?
Complaints or expression of dissatisfaction whether justified or not, can be received written or oral:
Letter
Telephone
In Person
Via customer/company representative
5. How are complaints recorded?
Hertz Accident Support complaints are logged on an internal CRM complaints log. This log is monitored weekly by the Hertz Accident Support Managers who are responsible for monitoring and resolving complaints. On a monthly basis the department Managers collates all the complaints information and these are reviewed quarterly by the Hertz Accident Support Compliance Committee to identify if significant changes are needed in the operations of the company.
6. Timescales
Hertz Accident Support aims to resolve all complaints within 8 weeks from receipt of the initial complaint and issue a final response to the complaint.
7. What is a final response?
A final response to a consumer’s complaint should be in writing and should include the following:
Give a summary of the complaint, setting out the outcome of the investigation and Hertz Accident Support final view on the issues raised
Advise whether Hertz Accident Support acknowledges any fault on the part of the company
Details of any offer to settle the complaint
8. Does Hertz Accident Support offer compensation for a complaint?
Where the complainant has suffered a loss, or damages due to the actions or service by Hertz Accident Support, we will investigate the claim for redress or loss, and we will offer compensation where we feel Hertz Accident Support has been negligent in our operations and we feel it fair and reasonable for the claim to be made.
There may be cases where alternative compensation is made as a ‘gesture of good will’ these gestures will only be made by instruction of the Operations Director.
9. Treating customers fairly
Treating customers fairly is an essential element of all areas of the business and fair and consistent complaints handling gives Hertz Accident Support an opportunity to ensure we are meeting and managing our client and customers experiences and expectations of the services we provide.
10. How does Hertz Accident Support use complaints to our advantage?
Hertz Accident Support appreciates any feedback about their service and by reviewing each complaint are able to identify the root cause of the issues and try to avoid any reoccurrence in complaint types.
All complaints are reviewed quarterly by the Hertz Accident Support Compliance Committee to identify if significant changes are needed in the operations of the company.
19. Does Hertz Accident Support conduct Customer Service surveys?
Hertz Accident Support send customer service surveys to random clients by use of email mail shot, these surveys ensure that Hertz Accident Support are operating & providing the service our customers expect. It also gives Hertz Accident Support the opportunity to establish any dissatisfaction in our service that had not previously been raised by the client.