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A review of best practice in complaints handling procedures and guidance
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Descriptions
The purpose of this research is to consider whether aspects of our current guidance on complaints handling procedures continue to reflect best practice, so that the requirements we place on train companies keep pace with the latest developments and consumer expectations. It should also provide an overview of approaches taken to the regulation of first tier complaints handling in other regulated sectors with an ombudsman scheme which are judged to be suitable comparators to rail, and which we may draw on to inform our own approach to our guidance and approvals role.
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73210000 - Research consultancy services
Keywords
scientific consulting
academic research advice
evaluation support
proposal refinement
expert review
methodology guidance
field research advisory
data analysis consulting
study design review
research planning
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