NCC Best Practice Guidance 03.2023 - Flipbook - Page 45
leading & promoting the industry
a helping hand. This may particularly be the
case with vulnerable customers.
• Focus on identifying the core issue, being
positive about wishing to resolve it, and
offering a solution.
• Avoid potentially inflammatory language
(e.g. referring to taking legal action or
seeking to rebut threats of legal action) both
orally and in writing.
• Be ready to accept and admit that the
member’s procedures and/or standards of
work or behaviour may be unsatisfactory.
• Treat complaints as offering a positive
opportunity to develop better processes and
higher standards, to avoid recurrences, and
to improve the member’s reputation.
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