Complaints Procedure Steps

Step 1: Acknowledgment

Initial Contact:Once a complaint is received, it will be acknowledged within 48 hours. This can be via email, phone, or in person.
Complaint Logging:The complaint is logged in our system with details including the date, time, nature of the complaint, and the complainant's contact information.

Step 2: Investigation

Assigning a Handler:A dedicated complaints handler will be assigned to investigate the issue. This person will be your point of contact throughout the process.
Gathering Information:The handler will collect all necessary information and evidence related to the complaint. This may involve speaking with relevant staff members, reviewing documents, and inspecting any relevant areas or items.
Initial Response: Within 5 working days, the handler will provide an initial response, outlining the steps being taken to investigate the complaint.

Step 3: Resolution

Proposing a Solution: Once the investigation is complete, the handler will propose a resolution. This will be communicated to the complainant within 10 working days of the initial acknowledgment.
Agreement and Implementation: If the proposed solution is agreed upon, steps will be taken to implement it promptly. This could involve providing a service, offering compensation, or making procedural changes to prevent future occurrences.

Step 4: Escalation

Unresolved Complaints: If the complainant is not satisfied with the proposed resolution, the complaint can be escalated to a senior manager. This must be done within 5 working days of receiving the initial resolution proposal.
Senior Review:The senior manager will review the complaint and the investigation process, and will provide a final decision within 10 working days of the escalation request.

Step 5: Final Response

Communicating the Decision:The final decision will be communicated to the complainant in writing. This will include details of any actions taken and any further steps that may be available if the complainant is still not satisfied.

Step 6: Record Keeping

Documentation: All complaints and their outcomes are documented and stored securely for future reference and to help improve our services.
Review and Improvement: Complaints are reviewed regularly to identify trends and areas for improvement in our services and processes.