Weighing the evidence

Step 3: Weighing the evidence

Incorrect computer records
Information on computer is different to info on hard copies
Staff mistakenly working to old versions of policy manuals or process documents
Gaps in policy or process
Failure to relate to disability or other mitigating circumstances
Misfiling of correspondence
Failure to trace the shadow of missing correspondence
Check customer history, they may be confused and be talking about another matter
Incorrect progression
Cheque received, but payment not registered

Legislation and guidance circulars
Policies: make sure you are up to date on local policies
Procedures: use up to date procedure notes
Product literature: Does your consumer information clearly explain how the product should be used?
Service charters: was the service delivered to the required standard?
Precedent: has reasonable action already been taken when similar complaints have been handled
Contract: between third-party suppliers and your organisation

You can re-interview to confirm details and focus in on any contradictions
You can look for more evidence
You can get a legal opinion
You can ask for advice from another team or department or organisation (or ombudsman or a regulator where appropriate)
Send a holding letter/email or make a brief phone call - if you have to dig deeper into evidence or have long delays waiting for responses from contractors or other teams - explain why your response is being delayed.
Your actions should build the customer’s confidence in your handling of the complaint - and improve your customers’ view of the organisation.
If you have to get advice or evidence from third parties you can set deadlines for this information to be returned to you. This will help get information on time
Don’t twist the circumstances - this can damage the position of your organisation at a later date