Respond to and resolve complaints in a funeral business

1. comply with relevant codes of practice, relevant legislation and your funeral  business' policies, procedures and timelines when complaints are made 2. respond, acknowledge and accurately record receipt of the complaint according to your funeral business' procedures 3. use effective two-way communication to identify the nature of the complaint 4. advise the complainant of actions to be taken to investigate if the complaint cannot be resolved immediately 5. resolve the complaint in optimum time when it is in your authority to do so 6. escalate any complaints that are outside your authority to the appropriate person or third party 7. ensure regular communication with the complainant is maintained within your funeral business' required timelines 8. inform the relevant people of any decision reached within required timescales, explaining further solutions 9. update the complaints record in line with your funeral business' processes and procedures 10. when a complaint cannot be resolved advise the complainant of their right  to contact the following:

1. which codes of practice, relevant legislation and your funeral business' policies, procedures and timelines that relate to the client’s right to complain 2. what records to keep when in receipt of a complaint 3. the appropriate responses to a client’s complaint 4. which questioning techniques to use to identify the nature of the complaint 5. why it is important to resolve the complaint in optimum time when it is within your authority to do so 6. what actions to be taken to investigate further if the complaint cannot be resolved immediately 7. who to contact if the complaint is beyond your authority to resolve 8. why regular communication with the complainant should be maintained 9. who to inform of any decision reached within required timescales, explaining further solutions 10. why it is important to update the complaints record in line with your funeral business' processes and procedures 11. when complaints are not resolved what are the roles of the following;