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Designated Complaints Panel
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The Designated Complaints Panel (DCP) oversees Aster’s performance, culture approach, compliance & learning in relation to complaints handling. We challenge Aster on how it manages it complaints. This includes complaint handling timescales, how we can improve customer satisfaction, making sure Aster learns from complaints, and that the service is accessible, fair & provides a good customer journey.
We’ve started to carry out focused deep dives into operational areas which are discussed at each of our quarterly meetings. The deep dives are delivered by DCP members via direct contact with customers and case officer. The workshops provide a good opportunity for our members to connect with customers who have been through the complaints process and want to share their experience. This helps Aster identify areas for improvement, celebrate areas that are working well & understand how well Aster is identifying capturing and actioning learning.