Solving the problem: managing complaints at BUPA

Defines a complaint as an occasion on which one fails to meet a customer’s expectations. Examines ways in which complaints should be handled when received by an organization. Shows how it is necessary to identify the correct root cause of the problem before acting and suggests strategies for handling and dealing with complaints as they are received in order to achieve this. States it is essential to have a named person to manage complaints or at least that the person at the point of contact with the customer should be empowered to assume this responsibility.