Case Study
Case Study
learn from the complaint
A service provider making positive change
Firm A could not retrieve the paperwork from a Help to Buy Scheme resulting in the completion of a property being delayed, impacting their customer. The customer complained to the firm and initially the firm took the position that it wasn’t their fault as they had spent considerable time trying to retrieve the paperwork.
However, upon rereading the complaint, the firm realised that the complaint wasn’t about the delayed completion but the fact that they hadn’t kept the customer fully advised that this was a possibility.
The firm offered the customer a small reduction of fees and the complaint was resolved.
Following this complaint, the firm have changed their procedures and now make sure that customers are aware of any potential impact on their purchases and any problems that may arise. The complaint allowed the firm to make changes to their processes and if the customer hadn’t complained, they may have duplicated the same problem over and over.
