The total number of complaints will be reported. Where no complaints are received, the complaint statistics template will indicate “none” to ensure it is clear that no complaints were received that year. The number of complaints will be listed by year so that it is clear regarding the number of new complaints received as well as older complaints carried over from the previous reporting period.
To assist readers in understanding the reported figures and to aid in comparability there will be a note that the number reflects an actual and confirmed complaint rather than an inquiry.
Complaint Processing and Outcomes
A description of the process will be outlined.
A listing of the number of the outcomes of each complaint by the following types will be included:
This section will include informative breakdowns of the complaints by type to provide a statistical picture of who is complaining and why.
The complaint types will be listed in the following categories:
While some complaints will raise several different issues, the report will provide the basis upon which Schellman is reporting, for example, the principal aspect of the complaint.
Complaints Process Quality Measures
This section will outline how well the complaints resolution system is working. The timeliness of the processing will be reported, including the number or complaints that took longer than the target date to resolve.
Schellman will provide a comment on the various figures reported at the end of the reporting period as compared to previous periods to set the statistics in context.
Submitting a Complaint
To submit a complaint, please complete the following form.
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