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Customer Complaints Framework
Customer complaints in the gambling industry are often complex, requiring detailed analysis and investigation to determine the appropriate outcome.
An effective customer complaints management framework ensures your business remains compliant with industry regulations, protects your reputation and builds trust with customers
A clear complaints policy outlines how your business manages complaints while ensuring complaints handling procedures are consistent and transparent. The way you handle customer complaints can enhance or damage your reputation—not only with the individual complainant but also in the eyes of regulators and the public.
Independent review of customer complaints framework
Our team provides expert support by reviewing and improving customer complaints policies and procedures. We provide independent review of your business’ customer complaints framework to ensure you are compliant with responsible gambling codes of practice, terms and conditions, rules of racing, race fields obligations, and sports controlling body requirements (where applicable). A strong complaints management framework benefits not only your customers but also your organisation and regulators by delivering consistent outcomes.
We assist clients with:
Developing and reviewing correspondence templates for customers and regulators throughout the customer complaints lifecycle.
Creating and improving customer complaints registers
Reviewing customer complaints handling policies and procedures
Assessing customer service communications, including email, LiveChat, and other channels
Developing customer complaint management systems with scripting for call centres
Creating a complaints assessment matrix to ensure consistent evaluation
Effective Customer Complaints Management
We have a proven track record in improving and embedding customer complaints management frameworks, helping businesses achieve measurable reductions in complaints. Our approach ensures that complaints handling policies are easy to implement, responsive to industry changes, and compliant with relevant regulatory requirements.
With a well-structured complaints handling policy and procedure, your business can manage customer complaints with confidence, reduce risk, and achieve better outcomes for customers, the business, and regulators.
Senet Compliance Vault
When you work with us, you don’t just receive years of experience, you get exclusive access to the Senet Compliance Vault– an essential online resource packed with best-practice tools, templates, checklists, training packs, and our annual ‘Let’s Talk AML’ series designed to keep staff engaged and up to date. The Compliance Vault has been intentionally curated to simplify your day-to-day AML/CTF compliance.