Energizing a Complaints & Concerns Management

Hi, I have just been given a new task to get my companies complaints and concerns management process working. It might not be the right forum; but I dont know any other forum that is more organised than TR…and I believe in cross referencing and utilizing PM skills to getting each task of the ground.
Its not my core strenght/ skills area, but it a challenge my company believes I can anchor…The bottom line is that…we have not been managing complaints in my financial institutions properly…what can I do to get it to a world class international standard.