Member Responsible for Complaints Role Profile

This document is a role profile for the Member Responsible for Complaints (MRC) within Curo’s governance structure. It outlines the requirements set forth by the Housing Ombudsman’s Complaint Handling Code, which mandates that landlords appoint an MRC to ensure the effectiveness of their complaints system. The MRC is a Non-Executive Member of the Combined Board and serves on the Customer Experience Committee. The profile details the purpose of the MRC, which includes championing a positive complaint handling culture, providing assurance on the efficacy of the complaints system, and ensuring that complaints lead to service improvements. Responsibilities include promoting transparency in complaint handling, engaging with operational teams, and ensuring the Combined Board is informed about complaints and their management. Additionally, the MRC is tasked with ensuring compliance with the Complaint Handling Code and utilizing insights from complaints to enhance service delivery.