Saint Valentine’s Liquorice Company: Compliments and Complaints Policy and Procedure.
Saint Valentine’s Liquorice Company: Compliments and Complaints Policy and Procedure
1. Our Aim
Saint Valentine’s Liquorice Company is committed to providing quality service and working openly and accountable, building trust and respect. One way we can continue to improve our service is by listening to and responding to the views of our clients and stakeholders, particularly by responding positively to complaints and rectifying mistakes.
Therefore, we aim to ensure that:
- Making a compliment or complaint is as easy as possible.
- We welcome compliments, feedback, and suggestions.
- We treat a complaint as a clear expression of dissatisfaction with our service, which calls for an immediate response.
- We deal with complaints promptly, politely, and, when appropriate, confidentially.
- We respond appropriately, for example, with an explanation, an apology where we have got things wrong, or information on any action taken.
- We learn from complaints, use them to improve our service, and review our complaints policy and procedures annually.
We recognise that many concerns will be raised informally and dealt with quickly.
Our aims are to:
- Resolve informal concerns quickly.
- Keep matters low-key.
- Enable mediation between the complainant and the individual to whom the complaint has been referred.
This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff, and volunteers.
2. Definitions
A compliment is an expression of satisfaction about the standard of service we provide.
A complaint is defined as any expression of dissatisfaction however it is expressed. This includes complaints expressed face to face, via a phone call, in writing, via email, or any other method. All staff should have sufficient knowledge to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
3. Purpose
We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded and acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.
4. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and, wherever possible, resolved to the complainant’s satisfaction.
5. Responsibilities
Saint Valentine’s Liquorice Company’s responsibilities will be to:
- Acknowledge the formal complaint in writing.
- Respond within a stated period of time.
- Deal reasonably and sensitively with the complaint.
- Take action where appropriate.
A complainant’s responsibilities are to:
- They should normally bring their complaint, in writing, to Saint Valentine’s Liquorice Company’s attention within 8 weeks of the issue arising.
- Raise concerns promptly and directly with a member of staff at Saint Valentine’s Liquorice Company.
- Explain the problem as clearly and as fully as possible, including any action taken to date.
- Allow Saint Valentine’s Liquorice Company a reasonable time to deal with the matter.
- Recognize that some circumstances may be beyond Saint Valentine’s Liquorice Company’s control.
6. Confidentiality
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Saint Valentine’s Liquorice Company maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.
7. Complaints Procedure
Written records must be made by Saint Valentine’s Liquorice Company at each stage of the procedure.
Stage 1
In the first instance, the staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when possible. If concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Stage 2
If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made, and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.
A formal complaint can be made either verbally or in writing. If in writing, the attached form should be used. If verbal, a statement should be taken by a member of the Management Team, a staff member, or a supervisor.
In all cases, the complaint must be passed on to Erling McCracken.
Depending on the nature of the complaint, Erling McCracken must acknowledge it in writing within one week of receiving it.
One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
The person making the complaint will receive a response based on the investigation within four weeks of receiving the complaint. If this is not possible, a letter explaining why must be sent.
Stage 3
If the complainant is not satisfied with the above decision, then a sub-group of the Management Team will be convened.
The subgroup will examine the complaint, may wish to carry out further interviews, and examine files/notes. They will respond in writing within four weeks. Their decision will be final.
