Escalated Customer Complaints

Tender description

We are committed to providing excellent service in the wide range of interactions we have with our customers, regardless of whether they are engaging with us as a doctor, member of the public, employer or in any other capacity. Sometimes we get things wrong, or are unable to help our customers in the way they would like. Our customer complaints process gives our customers a voice to provide feedback on our services, and the GMC receives approximately 2500 customer complaints per year. To ensure the highest standards in our handling of customer complaints the GMC commissioned an independent review of our complaints handling in 2014. In addition to acting on the recommendations of the independent review we have been working to attain accreditation from the British Standards Institute (BSI) for ISO 10002 Complaints Handling, being accredited in January 2016. Following a recommendation of the independent review and with GMC Council's approval we have appointed a suitably qualified organisation to independently review our new complaints handling processes on an annual basis. GMC Council has asked that we explore the feasibility of having a final and independent external examiner of individual customer complaints which have been escalated through our internal process. This escalation will be at the discretion of the GMC and will be based on a criteria determined by the GMC.