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Complaints procedures for buyers feedback

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Given the difficulty that buyers may face in judging the quality of professional services, even after purchase, an issue arises as to how best to deal with complaints relating to service quality, professional misconduct or other harm to the buyer. Legal processes may provide an ultimate avenue for seeking any redress, but both the cost and the time required can reduce their usefulness. Specific professional organisations may also provide self-regulation of such matters. However, there may be concerns about the ability and effectiveness of a professional body to regulate its own members.

A possible solution is the establishment of an independent complaints body to deal with complaints from buyers. Such a body, while having expertise in the relevant area, would not be primarily composed of people working within the specific profession.
Professional Services


2 February 2011


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