We have a new feedback & complaints policy and new guidance on handling difficult client conversations.

• The policy covers what you need to know about client feedback in your service and how to handle client complaints well. The new policy can be found here.
• The guidance provides the key principles on how to respond to difficult client complaints, there are some examples of the types of complaints we may receive and template responses to help with your response to the client.

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The guide can be found on the button below and is also in the resources section here on Totem.

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Please have a read and familiarise yourself with the policy and guidance so we can provide the best possible experience to our clients 😊

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