Appeals and Grievances Department

Select this option if:

you are reporting a complaint that has already been resolved to the customer's satisfaction (resolved immediately)
there is no need for further research or response to the customer
you were able to resolve the issue immediately, but the problem is recurrent and requires us to address a more permanent solution
the issue is not specific to one customer, but affects overall customer care or services
you are documenting the use of service recovery tools used in resolving a complaint
We have added a free text field that allows you to document details of the complaint

The information you enter will be compiled into an aggregate report that will be used to analyze our current processes and improve service to our customers.

I acknowledge that there will not be any research or follow-up to the submitter or the customer with this Complaint submission

Please submit a grievance if further research is needed or if the customer needs a follow-up response

Thank you for your submission

All fields are required. For issue and location, first select Primary, then Secondary detail.

What is the Complaint/Issue?	Primary Issue	Secondary Issue
Describe the Complaint/Issue:	You may enter up to 1000 more characters.
When did it occur?	Click calendar icon to pick date and time that issue occurred. Time must be entered in the 24-hr format (00:00 to 23:59) and will default to current time if not entered.
Where did it occur?	Primary Location	Secondary Location
Service Recovery Activities (HEAT, Follow-up rounding, specifics about what was done to resolve the issue in the moment):	You may enter up to 1000 more characters.

If you have difficulties with your submission, please contact Presbyterian Customer Service Center at (505) 923-5256. After business hours, this phone number will be directed to a voice mailbox which will be accessed on the next business day.