We close complaint cases and show you where they come from.
We take complaints by phone, email, letter, live chat and messaging, clarify them according to your guidelines and document every step. We analyse recurring causes so that fewer complaints arise in future.
This is how we handle a complaint.
Record and acknowledge
We record the complaint in full, assign it to a category and acknowledge receipt according to your guidelines.
Clarify and resolve
Within our authorisations, we resolve the case directly. If your specialist department is needed, we hand over with a case summary and a deadline.
Close and analyse
The reply is sent, the case is documented and the cause is classified. This reveals patterns that we report to you.
Good complaint management does not end with the reply.
Cause categories
Each complaint is given a cause as well as a topic, such as process, communication or processing time. This makes focal points visible.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about complaint management outsourcing.
Question not listed? We reply within one working day.
By phone, email, letter, live chat and messaging. All complaints go through one shared process with the same categories. This creates a complete picture, regardless of the channel.
You decide, for example whether goodwill gestures, letters of apology or corrections are in our hands. Anything beyond that we hand over to your specialist department with a case summary and a proposed solution. The authorisations are documented and part of the training.
Complaints that mention a supervisory authority, the press or legal action are escalated to you immediately via the agreed route. We only continue processing them to the extent you approve.
CAPA stands for corrective and preventive action. If a cause recurs, we do not just fix the individual case; we look for the root cause and define an action with named owners. We then check its effectiveness.
The monthly report shows the number, categories, causes and processing times of complaints. We do not wait until the end of the month to report unusual developments; we raise them in the weekly steering meeting or by ad hoc escalation.
