Customer complaints procedure
Complaints manager
Complaints handling is the responsibility of the manager in charge at each branch. The manager ensures that each complaint is handled in accordance with the established procedure.
Filing a complaint
All complaints must be submitted in writing, with a clear description of the problem encountered.
Acknowledgement of receipt
Within seven working days of receipt of the complaint, the manager sends an acknowledgement of receipt to the complainant.
Handling process
Once the complaint has been received, the person in charge begins the analysis. The processing of the complaint, i.e. its complete evaluation, must be completed within 30 days of receipt of all the necessary information. If additional time is required, this will be communicated to the complainant. Once the analysis process has been completed, a final, reasoned, written response is sent to the complainant.
Recording complaints
Each complaint is documented in the patient’s file and must include:
- The written complaint lodged by the complainant, together with the associated details;
- The results of the assessment process, including the analysis carried out and supporting documents;
- The final written response to the complainant.