The information below sets out what you should do if you have a complaint as well as the procedures we will follow once you have contacted us. It is important to us that we respond to your concerns as quickly and effectively as possible.

No matter who deals with your complaint, all correspondence, statements and records of complaints will be kept confidential. There will be a written record maintained at all times, which will indicate whether a complaint was resolved at an informal stage or whether it went to the Managing Director as a formal complaint.

Purpose

The purpose of this policy is to ensure that complaints (should they arise) are handled sympathetically, efficiently and at the appropriate level, and resolved as soon as possible.

Policy Statement

We need to know as soon as possible if there is any cause for dissatisfaction. Clients and suppliers should never feel or be made to feel that a complaint, made in a reasonable and appropriate way, will be taken amiss or will reflect adversely on their relationship with the company.

We will investigate and try to resolve every complaint in a positive manner and will treat every complaint as an opportunity:

  • To put right any matter which may have gone wrong
  • To review our systems and procedures in the light of the relevant circumstances.

We recognise that a complaint which is not resolved quickly and fairly can soon become a cause of resentment, damaging to relationships and also to our internal culture. Therefore we try to resolve all matters at an informal level if possible.

Procedures

Complaints Form: Every concern or complaint notified to a member of staff must be written down, together with the action taken, on a standard form known as a ‘Complaints Form’.

A sample of the form is attached to this policy.

Acknowledgement: A formal complaint in writing will be acknowledged by telephone on the date of receipt if practicable or in writing within three working days. A letter of acknowledgement will state the action being taken and the likely time scale.

Designated Complaints Officer: Managing Director
(‘Designated Officer’) to be responsible for investigating and resolving complaints.

The main responsibilities of the Designated Officer are:

  • to be the first point of contact while the matter remains unresolved
  • to co-ordinate the complaint procedures in the business
  • to maintain an ongoing training program for employees in relation to complaints
  • to monitor the keeping, confidentiality and storage of records in relation to complaints

How to complain informally

Please speak or write to the Managing Director.
An informal complaint will be acknowledged by telephone within 24 hours or in writing within three working days. The response will indicate the process to be taken to resolve the complaint and the timescale by which the matter will be resolved.

If a Complaint is not resolved satisfactorily a formal complaint should be made. The Managing
Director will investigate and will do their best to resolve the dispute. A formal complaint in writing will be acknowledged by telephone on the date of receipt if practicable or in writing within three working days.

A letter of acknowledgement will state the action being taken and the likely time scale.

  • If the matter is not satisfactorily resolved: If the complainant is dissatisfied with the   outcome
  • s/he should renew his complaint in writing
  • request a meeting with the complainant who may be represented by a legal or other representative