1
Quick Definition
A complaint is…
- A concern or issue
- From a Volunteer or Client
- Non-Technical
Complaint Risk Levels
Complaints received by SCORE vary in the range of low to high risk.
| Risk Level | No/Low Risk | Medium Risk | High Risk |
| Resolution Level | Complaint Recipient or Helpdesk | Helpdesk, Field Leader (optional) | Investigation - ELT/Legal/Board |
| Description | These are minor concerns or questions that can be resolved without extensive intervention. | These complaints involve moderate issues or policy-related concerns that may require additional oversight or actions but don’t pose severe reputational or legal risk. | These complaints pose a potential legal, ethical, or serious reputational risk to SCORE and require immediate escalation. |
| Examples |
Satisfaction Concerns: "I felt my mentor didn't fully understand my business model." Technical Clarifications: "I'm having trouble accessing SCORE resources; can someone help with logging in?" Simple Miscommunications: "I expected a follow-up meeting, but my mentor didn’t confirm it." Minor Process Complaints: "The SCORE onboarding process was confusing for me." Website Navigation Issues: "I find it hard to locate certain resources on the SCORE website." |
Quality of Advice: "The advice I received was outdated and irrelevant to current market trends." Inconsistent Communication: "My mentor missed two scheduled meetings without notifying me." Professionalism Issues: "A volunteer made an offhand comment that I found slightly dismissive." Minor Ethical Concerns: "I’m worried that my mentor might be discussing my business with others without my consent." Interpersonal Conflicts: "A volunteer was rude and unwilling to work with a client I referred." |
Harassment or Discrimination: "My mentor commented inappropriately about my gender or ethnicity." Breach of Confidentiality: "I discovered that my mentor shared sensitive business information with external parties." Conflicts of Interest: "My mentor offered paid services unrelated to SCORE after our meeting." Threats or Intimidation: "A volunteer threatened to report me to competitors if I didn’t follow their advice." Legal or Media-Related Concerns: "A volunteer mentioned they might contact the media due to dissatisfaction with SCORE." |
Complaint Resolution Steps
- Receive the Complaint
- Determine if it's a complaint (non-technical issue from a client or volunteer). Examples:
- Complaint: "My mentor was unprofessional."
- Not a complaint: "How do I use Engage?"
- For low-risk complaints:
- Handle directly if possible.
- If unsure, forward to the SCORE Helpdesk.
- For medium- or high-risk complaints:
- Always forward relevant details to the SCORE Helpdesk.
- Determine if it's a complaint (non-technical issue from a client or volunteer). Examples:
- Escalate or Resolve (Handled by Helpdesk)
- Medium-risk complaints: Resolved by the Helpdesk using existing resources.
- High-risk complaints: Escalated to the appropriate SCORE staff/ Executive Leadership Team (ELT) member.
- Close the Complaint
- After resolution, the Helpdesk documents and closes the ticket.
- For escalated issues, ELT ensures resolution, which may include:
- Disciplinary actions.
- Documentation in the system.
- Respect Anonymity
- If anonymity is requested, maintain it unless it prevents resolution.
Key Contact Points:
- Helpdesk: First stop for medium/high-risk complaints.
- Field Leaders: Notified as needed based on complaint level and resolution.
For full details, refer to the SCORE Complaint Resolution Guide.
