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 The Complaints policy is a

recorded and documented

procedure that is available

 The complainant is listened

to and respected

 The Complaints Policy is

time-based and the

complaint is dealt with in a

documented time-frame

 Complaints are normally

dealt with by nominated

members of staff

 The procedure is clear

 There may be both formal

and informal options

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Q: What is the main points of agreed procedures for handling complaints?
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