Put it into practice
List remedies already permitted by policy.
Agree who can offer each remedy and what evidence to record.
Name exceptions and the response route before testing a case.
A case to think through
A service lead can arrange a repeat visit under existing terms, while a request for compensation outside policy goes to the authorised role.
This is a hypothetical operating example, not a client result.A boundary worth checking
A spending allowance does not by itself authorise admitting liability or changing a contract.
Use an existing case to test the agreement before broadening it. Check the customer promise, the person with authority and the information they can actually see. The examples here are illustrative operating situations, not client results, professional advice or permission to change formal controls.
Your handover working notes
Use these prompts with the person taking ownership. Record the agreement within your existing permissions.
| Prompt | Notes from your case |
|---|---|
| Complaint type | |
| permitted remedy | |
| evidence | |
| exception | |
| response owner |
Should the founder answer every complaint?
Only where the case requires that role. Routine cases can sit with a capable owner under clear service and authority limits.
Give one decision a clear owner.
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