Revolutionising Our Approach to Complaint Resolution

Revolutionising Our Approach to Complaint Resolution

In our continuous quest to elevate the standards of service and satisfaction for our Members and consumers alike, we are excited to unveil the new General Member Complaints Service. This innovative service marks a significant leap forward in our ability to address and resolve complaints swiftly, effectively, and with a personal touch that the GGF community have come to expect from us.

Why the Change?

Recent evaluations and feedback highlighted the need for a more dynamic and direct approach to handling complaints. The former email-only conciliation service, while well-intentioned, faced challenges in timeliness, engagement, and the perception of impartiality. In the GGF’s commitment to transparency and improvement, we have taken these concerns on board, leading to the development of a service that not only addresses these issues but also enhances our capacity to serve our community better.

Introducing the General Member Complaints Service

The new service is designed to streamline and expedite the complaint resolution process. By moving away from a solely email-based conciliation approach, we open the doors to more interactive, efficient, and effective communication channels. This service is not merely a replacement but a comprehensive enhancement that offers:

Direct and Immediate Support: Through dedicated phone lines and a structured email support system, members and consumers will have direct access to assistance, ensuring that concerns are addressed promptly and thoroughly.

Comprehensive Coverage: The service is equipped to handle a broad spectrum of complaints, ranging from service conduct to technical issues, offering solutions and support that are both practical and impactful.

Accountability and Transparency: In creating an environment of trust and reliability, the service ensures that members are both protected and held to the highest standards of professional conduct, with clear outcomes and resolutions.

A Strategic Shift for the Better

This transition is not just a change in how we handle complaints; it represents a strategic shift towards a more Member-focused, efficient, and effective service model. By aligning our resources with the areas where we can make the most significant impact, we reinforce our commitment to excellence, integrity and Member satisfaction.

Looking Forward

As we roll out the General Member Complaints Service, we are confident that this new approach will not only resolve issues faster, but it will also strengthen the trust and confidence Members and consumers place in us. This service is a testament to our dedication to continuous improvement, accountability, and providing unparalleled support to the GGF community.

We invite all GGF Members to embrace this new service confident in the knowledge that it is a significant step forward in our collective journey towards excellence and satisfaction. Together, we can set new standards for service and professionalism in the Glass and Glazing industry.

You are able to view the new complaints page and form by clicking here.