Chamber Complaints Procedure

Greater Manchester Chamber aims to provide the best possible service at all times, but if a member does have a complaint, the below procedure explains how Chamber staff will respond.

 Complaint Prevention

• Chamber staff will proactively seek and monitor membership feedback

• Short quality surveys will be used as an indicator of dissatisfaction

 Communication with Complainants

• The Chamber will ensure complainants feel listened to and believed

• Complainants will be treated fairly and efficiently 

• Complainants will always be aware of who is dealing with their complaint

• The Chamber will regularly keep complainants informed of progress

Chamber employees will always:

• Be courteous, treat Chamber members with respect and show empathy with them

• Allow members to voice their feelings fully

• Listen actively to ensure that the nature of the complaint is clearly understood

• Be satisfied that the complaint is consistent with the facts available

• Be credible and have access to the correct information

• Take responsibility for checking out what has happened (though without admitting to any liability or fault at this stage)

• Refrain from making any commitments they may be unable to fulfil

• Keep any promises they make to customers, particularly regarding response times and remedial actions

Complaints Process

• On receipt of a complaint, the member of Chamber staff will use the below ‘Complaint Information to Log’ as a guide of what information to note on an email / Customer Relationship Management (CRM) system

• Complaints will be logged on both the CRM system and emailed to the Lead Regional Manager of the area, and Director of Membership / Department

• The member of staff will liaise with the Lead Regional Manager / Director of Membership on a timely, efficient response – once approved, they will communicate this with the member

• If the complaint is serious, or unresolved, it may need to be escalated to the Director of the department concerned

• If a further escalation is required, it will be passed across to another member of the Senior Management Team

• When a complaint resolution has been reached, this must be signed off

Complaint Information to Log

The following information will be logged:

• Date and time complaint was received

• Contact name, role, phone number, email address and business of complainant

• Nature of complaint

• Department the complaint relates to

• Dates of follow up and updates required

If you wish to make a complaint, email info@gmchamber.co.uk.