complaints-handling
Operate complaints-handling processes that meet regulatory standards — logging, timely resolution, root-cause analysis, and fair outcomes. Use when designing or improving regulated complaints frameworks or analyzing complaint themes for conduct risk.
- License 许可
- MIT
- 最近更新
- 2026-07-22
- Stars
- ★ 7
- Forks
- 1
01 前言 Front Matter
- name
- complaints-handling
- description
- Operate complaints-handling processes that meet regulatory standards — logging, timely resolution, root-cause analysis, and fair outcomes. Use when designing or improving regulated complaints frameworks or analyzing complaint themes for conduct risk.
03 SKILL.md 正文
Complaints Handling
Overview
Complaints are both a customer obligation and a compliance control. Proper handling requires accessible channels, timely response, impartial investigation, and learning loops.
When to Use
- Designing regulated complaints processes
- Improving SLA performance and quality of outcomes
- Using complaint MI for conduct and product risk
- Exam preparation on customer treatment
Core Practices
- Define what counts as a complaint clearly
- Log all complaints with required data fields
- Investigate impartially; avoid defensive defaults
- Meet acknowledgment and resolution timelines
- Offer fair redress where appropriate
- Analyze themes and feed product/process fixes
- Report MI to governance forums
Principles
- Barriers to complaining are a compliance red flag
- Speed without fairness fails the spirit of the rules
- Repeat complaint themes indicate systemic issues
- Incentives must not discourage proper logging
Verification
- [ ] Definition and channels are clear and accessible
- [ ] Timelines and quality are measured
- [ ] Theme analysis drives remediation actions
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