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"Complaint Manager"

I work in a complaints department for an insurance company and when we receive a complaint online many customers ask only to be contacted via email, but the first part of our process is to advise the customer we have received the complaint via a friendly phone call. If I don’t do this acknowledgement via a phone call as per the customers wishes, I get pulled up for a compliance breach even if the customer strictly has said they do not want to be contacted by phone.

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