Supporting the Unreasonable Customer Policy

To support the new Unreasonable Customer Conduct Policy, we’ve built functionality for our Complaints Team to help apply the policy in a consistent way.

Built within our customer platform the Complaints team can now add a UCP flag directly on the customer record.

Once applied, the system helps teams to:

• record all correspondence and interactions in one place
• capture full details of complaints, enquiries or requests
• set clear timeframes ensuring that these are recorded and reviewed appropriately.
• track and review cases at the right point

This supports the policy’s aim of providing a clear and consistent framework, while making sure decisions are evidence-based and properly documented.