These books analyse the negative factors which may be evident in the operation of
individual firms. The data relates to the preceding 10 years. The data is logged by
individual staff member to determine if these factors are a result of company policy or
the misbehaviour of individual staff members. The information is given under 6 headings:-
1. Customer Complaints
Customer complaints are logged and analysed. The data is correlated by Product, by
Service, by Individual Personnel, by Handling, by Outcome, et cetera.
2. Product & Service Failure
Where the Product or Service had Failed, (i.e. where the customer believes that the
product or services offered fails to meet expectations), the reasons for the failure, the
problems encountered, the outcome and customer comments.
3. Regulatory & Compliance Misdemeanours / Enforcement
Infringements and disregard of regulations and compliance procedures are shown and
analysed in respect of Products, Services, Individual Personnel, Disciplinary Measures,
Outcome, et cetera. Enforcement decisions and measures are discussed.
4. Standards & Quality Lapses
Lapses in the Quality and Standards of Products and Services provided by the firm are
analysed and compared to that of competitors in the local area, regionally, nationally and
in European terms.
5. Abuse of Position
Firms which abuse their position in the market or which use their position to gain an
unfair or immoral advantage are covered in this section.
6. Press Coverage / Public & Legal Record
This section provides details of Press coverage: News items; General coverage; Records;
Promotional Advertisements; Recruitment Advertisements. Public records; Land & other
Registers; Credit References; Bank References; Professional References; Trade &
Supplier References. Court proceedings; Arbitration proceedings; Tribunal proceedings.