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This Complaints Management Policy serves as a crucial governance document for organizations operating in Ireland, establishing standardized procedures for handling customer complaints effectively and in compliance with Irish regulatory requirements. The policy is essential for maintaining consistent complaint handling processes, ensuring regulatory compliance, and promoting customer satisfaction. It should be implemented by any organization that receives customer complaints and must align with the Consumer Protection Act 2007, GDPR requirements, and industry-specific regulations. The policy includes detailed procedures for complaint handling, escalation protocols, documentation requirements, and reporting mechanisms, while also incorporating specific Irish regulatory timeframes and requirements for complaint resolution.

1. Purpose and Scope: Defines the purpose of the policy and its application scope, including types of complaints covered

2. Policy Statement: Organization's commitment to effective complaint handling and fair treatment of customers

3. Definitions: Clear definitions of key terms including what constitutes a complaint, complainant, resolution, etc.

4. Regulatory Framework: Overview of relevant legislation and regulatory requirements the policy adheres to

5. Roles and Responsibilities: Defines responsibilities of different staff members and departments in the complaints process

6. Complaint Handling Process: Step-by-step process for receiving, recording, and handling complaints

7. Timeline Requirements: Mandatory timeframes for acknowledging and resolving complaints

8. Documentation Requirements: Requirements for recording and maintaining complaint records

9. Data Protection and Confidentiality: Procedures for handling personal data in compliance with GDPR

10. Escalation Procedures: Process for escalating unresolved complaints and handling appeals

11. Reporting Requirements: Internal and external reporting obligations regarding complaints